Production Support Analyst

About the role

As a Production Support Analyst, you will provide operational and technical support for critical business applications. You will serve as a key liaison between business users, development teams, infrastructure, and vendors to ensure timely incident resolution and continuous service improvement.

Responsibilities

• Monitor production applications, interfaces, and batch processes to ensure system availability and performance.
• Respond to production incidents, service requests, and system alerts in accordance with established Service Level Agreements (SLAs).
• Analyze, troubleshoot, and resolve application issues or escalate to appropriate technical teams when necessary.
• Perform routine health checks and validate successful completion of scheduled jobs and data integrations.
• Support production deployments and post-release validation activities.
• Perform application configuration changes and solve configuration issues.
• Troubleshoot API integration issues.
• Be a part of an on-call rotation for emergency support.

Incident & Problem Management

• Record, prioritize, and manage incidents.
• Perform initial diagnosis of application, data, and integration issues.
• Coordinate with development, infrastructure, database, and vendor teams to resolve complex problems.
• Conduct root cause analysis and document findings for recurring issues.
• Participate in post-incident reviews and implement preventive measures.

Continuous Improvement

• Identify opportunities to automate manual support processes.
• Assist with application testing following production fixes and deployments.
• Maintain production support procedures, runbooks, and operational documentation.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 2–5 years of experience supporting enterprise applications in a production or operational support environment.
• Experience troubleshooting web applications, APIs, or enterprise software.
• Working knowledge of SQL or similar for querying and validating application data is a must.
• Experience using ticketing platforms such as ZenDesk.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.