Production Operations Trainee

Role Overview: As a Level 1 Support team member at Publicis Sapient, you will have the opportunity to work with enterprise-grade IT environments, including exposure to cloud platforms such as AWS, Azure, and GCP, business applications for digital transformations, enterprise platforms like Salesforce and SAP, AI/ML technologies, and modern ITSM/observability tools. This role will provide you with hands-on experience in automation, scripting, and continuous improvement initiatives, with potential growth opportunities into roles like Cloud Engineer, SRE, or Application Support Engineer. Key Responsibilities: - Initial Incident Handling: Monitor service desk and ticketing tools for new incidents, classify and prioritize issues, perform basic diagnostics, and triage. - First-Level Troubleshooting: Provide quick resolutions using knowledge base articles, guide users through workflows, and help resolve access-related issues. - User Communication and Guidance: Update users on ticket status, educate them on system functionalities, and communicate maintenance or outages. - Escalation Management: Escalate complex issues to higher-level teams, ensure proper handoff, and reduce duplication of effort. - Monitoring and Alerts: Proactively report anomalies and potential issues to relevant teams by monitoring dashboards and reports. - Data Validation Routine Checks: Support routine data consistency checks, verify transactions, monitor SLA, and update required tools. - Documentation and Reporting: Maintain SOPs and FAQs, document resolved tickets, create knowledge base articles, and generate basic metrics on ticket volume. Qualifications Required: - Basic understanding of IT fundamentals, networks, OS, and databases. - Familiarity with Cloud concepts (AWS, Azure, GCP). - Ability to use ticketing tools for incident/request management. - Basic problem-solving skills for applications and services. - Awareness of monitoring and alerting concepts. Additional Company Details: Publicis Sapient is dedicated to providing first-level technical and functional support for applications, platforms, and cloud environments. The role focuses on ensuring system reliability and proactive incident management while emphasizing automation and operational excellence. (Note: This job posting has been aggregated from an external source, and applicants are advised to confirm the latest information directly on the company website before applying.) Role Overview: As a Level 1 Support team member at Publicis Sapient, you will have the opportunity to work with enterprise-grade IT environments, including exposure to cloud platforms such as AWS, Azure, and GCP, business applications for digital transformations, enterprise platforms like Salesforce and SAP, AI/ML technologies, and modern ITSM/observability tools. This role will provide you with hands-on experience in automation, scripting, and continuous improvement initiatives, with potential growth opportunities into roles like Cloud Engineer, SRE, or Application Support Engineer. Key Responsibilities: - Initial Incident Handling: Monitor service desk and ticketing tools for new incidents, classify and prioritize issues, perform basic diagnostics, and triage. - First-Level Troubleshooting: Provide quick resolutions using knowledge base articles, guide users through workflows, and help resolve access-related issues. - User Communication and Guidance: Update users on ticket status, educate them on system functionalities, and communicate maintenance or outages. - Escalation Management: Escalate complex issues to higher-level teams, ensure proper handoff, and reduce duplication of effort. - Monitoring and Alerts: Proactively report anomalies and potential issues to relevant teams by monitoring dashboards and reports. - Data Validation Routine Checks: Support routine data consistency checks, verify transactions, monitor SLA, and update required tools. - Documentation and Reporting: Maintain SOPs and FAQs, document resolved tickets, create knowledge base articles, and generate basic metrics on ticket volume. Qualifications Required: - Basic understanding of IT fundamentals, networks, OS, and databases. - Familiarity with Cloud concepts (AWS, Azure, GCP). - Ability to use ticketing tools for incident/request management. - Basic problem-solving skills for applications and services. - Awareness of monitoring and alerting concepts. Additional Company Details: Publicis Sapient is dedicated to providing first-level technical and functional support for applications, platforms, and cloud environments. The role focuses on ensuring system reliability and proactive incident management while emphasizing automation and operational excellence. (Note: This job posting has been aggregated from an external source, and applicants are advised to confirm the latest information directly on the company website before applying.)