Production Support

You have to do your homework prior to the job interview. Doing the background work will help you stand out. Find out who the main players are, have they been in the news recently? You are not expected to know every date and individual, but you need to have a solid understanding of the company as a whole.

Yes, sometime I receive issues related to outdated pages being rendered to the user. In those cases I clear the cache and then try to investigate the reason for that. Sometime the issue is due to comparatively high refresh interval. In those cases I reduce the cache refresh interval.

☛ Inform the stake holders that the issue is being worked upon.

☛ Login to server to see if its responding.

☛ Access Application and Web Server logs to see if the application is receiving requests.

☛ If not, Involve the appropriate Network Team.

☛ Inform the stakeholders regarding the progress.

☛ Bounce the web / application server instance , if required.

☛ Close the ticket with the steps taken to resolve the problem.

☛ Complete the RCA ( Root Cause Analysis ) and submit the report to stake holders.

Here you have to come up with something or you strain-credibility. Make it small, well intentioned mistake with a positive lesson learned. An example would be working too far ahead of colleagues on a project and thus throwing coordination off.

Multi-tasking, analytical and problem solving skills, outstanding verbal and personal communication and ability to work under pressure are the basic key elements of a production support personality.