Production Support was created to bridge the process and procedural gaps between applications development, technical support, and operational areas for application implementation control and support services. Production Support provides the following (and not limited to) for identified production and test environments at Johns Hopkins. Application implementation support, problem and change management, analysis for performance improvements in procedure or application processing flow, automated scheduling, online report viewing and report distribution, and statistical trends. Production Support is available to provide project leadership and assist in project efforts, including system and application upgrades and installations. Production Support assists and coordinates the installation, and changes to automated operations enabling products such as job scheduling products, online viewing tools, and configuration management products.
Production Support is responsible for primary 2nd level support for problems encountered with production processing, including off hours support.
Production Support Analysts lead and/or are involved in projects of a varying scope dealing with all levels of management as well as non-management positions. Production Support works with applications development, application customers, Computer Operations and IT management to develop processes for identifying and/or correcting problem situations. Production Support Mainframe and Midrange Analysts report to: Ned Fields,
Manager of Production Support
Johns Hopkins @ Mt. Washington
5801 Smith Avenue, Davis Bldg.
Suite 3101C, C-101
(410) 735-4014
efields@jhmi.edu
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