It cannot be disputed that right attitude is clearly the winner over aptitude. But what defines right attitude when it comes to production support? I am no guru in this subject, but there are few good qualities which set apart an effective production support team member.
Own the environment. It may sound quirky, production support is like looking after one's own child with whom a lot of expectations are attached. Continuous efforts to keep on track & every wrong step is an opportunity to improve a.k.a. any incident or problem upon looking deeper can result in change(s) to better the environment.
Be available. Production support requires maintaining systems which are generally 24x7. Systems don't sleep during off-business hours and quite often breaks during overnight feeds / computation. Willingness to involve and troubleshoot on every red alert is an implicit job requirement.
Never assume. There is nothing called the dumb question. The biggest mistake is not to ask a question when in doubt. Just
ensure to document it and not ask the same question many a times.
Always document. Any new piece of information which may help in future troubleshooting by self or team should be published within team space like Wiki.
Keep this article posted with ideas / comments on what constitutes right attitude. Gives me opportunity to learn more :)
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