Production Support Analyst

About the role

We are seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. This position is responsible for managing secure file transfers between internal application teams, external clients, and banking systems. The role involves handling client-facing and internal transmission issues, including failed file transfers, connectivity problems, password resets, application alerts, and file replays within a dynamic production support environment.

Responsibilities

• Serve as the first point of contact for clients and internal teams regarding transmission or platform issues.
• Monitor production systems, Sterling GIS queues, application alerts, and Splunk logs to identify issues.
• Triage failed file transfers by reviewing error messages, logs, connectivity, authentication, and application issues.
• Resolve common incidents such as file failures, credential resets, file replays, and basic connectivity problems.
• Perform base-level Unix troubleshooting to support production file transfer workflows.
• Provide status updates to business users, external clients, and internal teams while managing escalations.
• Create, update, and document incident tickets in ITSM Remedy, including root cause and troubleshooting steps.
• Exhaust standard triage and troubleshooting steps before escalating to Level 2 or engineering teams.

Required Qualifications

• Experience in a production support, service desk, application support, command center, or operations role where troubleshooting and ticket ownership were required.
• Strong customer service and professional communication skills in a client-facing or internal support environment.
• Problem-solving ability to investigate issues, identify root causes, and follow standard procedures.
• Basic understanding of secure file transfer concepts and protocols such as SFTP, FTP, FTPS, and SSH.
• Base-level Unix/Linux experience, including navigating systems and reviewing logs.
• Basic networking troubleshooting knowledge, including connectivity, ports, VPNs, and firewalls.
• Experience using ticketing tools, such as ITSM Remedy.
• Ability to review logs and error messages in Splunk or similar monitoring tools.

Preferred Qualifications

• Experience with IBM Sterling Gentran Integration Suite or other Managed File Transfer (MFT) platforms like Connect:Direct, Axway, GoAnywhere MFT, or MOVEit.
• Previous experience in DTS, MFT, banking data transmission, or financial services production support.
• Knowledge of AS2, PGP encryption, FTPS, and other secure transmission or encryption concepts.
• Prior experience in a helpdesk or command center environment.

Pay

$38/hr W2

Schedule

Monday-Friday with flexibility to work an 11 AM to 8 PM schedule and provide holiday coverage as needed. Contract length: 12-18 months with potential for conversion to full time.

Location

Richmond, Virginia (3 days onsite/2 days remote)

Benefits

• Medical, dental, vision, life, and disability insurance plans
• Employee stock purchase program (ESPP)
• 401K program with company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure
• Certification discounts and perks to associations including CompTIA and IIBA
• Dedicated consultant customer service team and certified Career Coach