IT/OT Production Support Specialist

As an IT and OT Production Support Specialist, you will be responsible for ensuring the smooth operation and support of both Information Technology (IT) and Operational Technology (OT) systems within our organization. You will play a critical role in maintaining the stability, availability, and security of IT and OT production environments, while providing technical assistance to end users and resolving issues promptly.

Responsibilities:

1. Incident Management: Respond promptly to user-reported incidents related to both IT and OT systems, troubleshoot issues, and provide timely resolution to minimize downtime and operational disruptions. Escalate critical incidents to the appropriate teams and ensure effective communication and coordination until resolution.
2. Problem Analysis and Resolution: Analyze and resolve complex issues related to IT and OT systems, identifying root causes and implementing effective solutions or workarounds. Collaborate with IT and OT teams, including developers, engineers, and technicians, to address underlying problems and prevent future occurrences.
3. Monitoring and Maintenance: Monitor the performance, availability, and security of IT and OT systems, applications, networks, and infrastructure components. Conduct proactive system health checks, performance tuning, and preventive maintenance tasks to optimize system performance and minimize potential issues.
4. Change Management: Participate in change management processes for both IT and OT systems to ensure controlled deployment of changes, patches, and updates into the production environment. Perform impact analysis, coordinate with stakeholders, and validate the success of implemented changes, adhering to relevant IT and OT protocols and regulations.
5. Incident Response and Recovery: Develop and implement incident response plans and procedures for both IT and OT environments. Work closely with IT and OT security teams to detect, investigate, and mitigate security incidents, including cyber threats, vulnerabilities, and breaches.
6. User Support and Training: Provide technical assistance, support, and training to end users of IT and OT systems. Address user queries, issues, and service requests promptly, ensuring a high level of customer satisfaction. Offer guidance and training to enhance users' understanding and proficiency in utilizing IT and OT tools and applications. The core of the role focus on production, but in case of need it might offer services to the full business.
7. Collaboration and Communication: Collaborate effectively with cross-functional teams, including IT, OT, security, and business stakeholders, to understand requirements, gather feedback, and contribute to the overall success of IT and OT projects. Communicate technical information and updates clearly and concisely to both technical and non-technical audiences.
8. Documentation and Knowledge Management: Maintain comprehensive documentation, including standard operating procedures, troubleshooting guides, system configurations, and knowledge base articles for both IT and OT systems. Capture lessons learned from incident resolution and contribute to the continuous improvement of support processes and procedures.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in IT and OT production support, incident management, and troubleshooting of complex systems and applications.
• Strong knowledge of IT infrastructure, networks, databases, operating systems, as well as operational technology systems, and related technologies.
• Familiarity with IT service management (ITSM) frameworks such as ITIL.
• Excellent analytical and problem-solving skills with the ability to think critically under pressure.
• Effective communication and interpersonal skills, with the ability to collaborate and build relationships across teams and levels of the organization.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Willingness to work in a fast-paced and dynamic environment, with flexibility to participate in on-call rotations and handle occasional after-hours support.