Production Support Analyst (1033)

Location: Jersey City, New Jersey – Hybrid (3 days in-office per week). Open to W2 candidates only (no C2C).

About the Role

Support in-house business applications, data pipelines, and infrastructure for middle- and back-office functions supporting derivative trades.

• Ensure business continuity by resolving application issues—whether user-reported or automatically detected—in a timely manner.
• Improve system stability through structured problem management, operability practices, and SRE methodologies.
• Identify and address ambiguous, unstructured issues while establishing clear ownership and durable support documentation.
• Create dashboards to monitor system health and generate stability reports.
• Reduce operational toil through automation of support and monitoring activities.

Responsibilities

• Investigate and resolve technical and data issues requiring in-depth debugging of production applications, including situations where the problem or ownership is unclear.
• Monitor systems and proactively manage disruptions to ensure reports and critical processes are completed within SLA.
• Troubleshoot across applications, data flows, infrastructure, batch processes, APIs, integrations, and upstream data pipelines.
• Use logs, documentation, system data, and user inputs to identify root causes and improve early detection.
• Assist and communicate effectively with users during incidents, providing clear and audit-ready updates.
• Collaborate with technical and business teams to provide 24×6 support and drive issues through resolution.
• Maintain documentation, runbooks, and incident records in compliance with audit requirements.

Requirements

• 3–5 years of experience in production support or related roles, with the ability to troubleshoot ambiguous issues and drive resolution.
• Experience with incident management, problem analysis, and improving production support processes.
• Mid-to-advanced SQL skills and experience with Python, Perl, or PowerShell for troubleshooting, monitoring, and automation.
• Programming experience enabling real-time application debugging and code-level troubleshooting.
• Working knowledge of financial services, derivative trades, asset classes, and related business processes.
• Strong collaboration and communication skills when working with business and technical stakeholders during disruptions.
• Exposure to Copilot, Power Automate, or scripting to reduce repetitive operational tasks.

Preferred Experience

• Improving monitoring, reducing alert noise, and increasing production system diagnosability.
• Implementing safe technical changes across applications, infrastructure, and batch processes.
• Onboarding systems into production support with clear ownership boundaries and durable documentation.

Preferred Mindset

• Comfortable operating in ambiguous, high-pressure environments.
• Takes ownership through resolution rather than simply escalating tickets.
• Methodical, curious, analytical, and collaborative.