Production Support Analyst

In this role, the person will be responsible for ensuring the success of business-critical application operations by supporting the day-to-day batch processing, analyzing and fixing the issues on priority while adhering to standards and SLAs. The person should be able to support high-priority (P1/P2) incidents dynamically by providing timely resolution for the problem and handle other service requests. The person will also be responsible for handling minor enhancements, perform code reviews, handle application outages (planned/unplanned) and be responsible for performance and maintenance of the highly critical business application. For this role, we are looking for a highly motivated individual who will be working as a tech operations analyst. The person should exhibit leadership qualities and demonstrate business acumen while working closely with business users to understand requirements and help the team translate them into technical changes.

Provide end-to-end production support and derive immediate resolutions/root cause of the incidents arising in distributed systems to ensure quick restoration of service degradation and hence minimal business impact.

Role Summary:

We are looking for a Production Support Analyst to support and maintain business-critical applications. The role involves monitoring applications, handling production incidents, troubleshooting issues, supporting batch processes, and ensuring smooth day-to-day operations. The ideal candidate should have a strong technical foundation, excellent problem-solving skills, and the ability to work in a fast-paced production environment.

Key Responsibilities:

• Provide end-to-end production support for business applications.
• Monitor daily batch jobs and ensure successful completion.
• Investigate and resolve application and system issues within defined SLAs.
• Handle P1/P2 incidents and drive timely resolution.
• Perform root cause analysis and implement preventive measures.
• Support application deployments, releases, and outage activities.
• Work closely with development, infrastructure, and business teams.
• Develop automation scripts using Python or PowerShell to improve operational efficiency.
• Maintain support documentation and operational procedures.
• Participate in shift rotations, on-call support, and weekend support as required.

Required Skills:

• 1.5 - 3.5 years of experience in Production/Application Support.
• Knowledge of Python and/or PowerShell scripting.
• Experience with SQL scripting and database querying.
• Exposure to Jenkins, Bitbucket, Ansible, and Artifactory.
• Basic knowledge of AWS services (EC2, IAM, VPC, CloudWatch, S3).
• Strong troubleshooting and analytical skills.
• Knowledge of Windows Server administration and support.
• Understanding of Incident, Problem, and Change Management processes.

Preferred Skills:

• Experience with ServiceNow, JIRA, and Confluence.
• Knowledge of ITIL processes.
• Exposure to Informatica, TWS, or other scheduling tools.
• Familiarity with Linux/Unix environments.
• Excellent communication and stakeholder management skills.
• Financial Services domain experience is a plus.

In-Office Collaboration:

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders - clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Timings:

(4:45p-1:15a)