Production Support Analyst

Overview

The Support Analyst is responsible for monitoring, triaging, and resolving production incidents within defined timelines. This role executes established processes, responds to alerts, documents issues, and escalates complex problems as needed. The Support Analyst works closely with cross-functional teams to ensure operational reliability and continuous improvement across production systems.

Responsibilities

• Monitor and triage production incidents, escalating complex issues as necessary
• Respond to alerts and document issues within defined service level agreements
• Maintain accurate ticketing and documentation of support activities
• Participate in knowledge sharing and process improvement initiatives
• Coordinate with Release Management team to ensure release templates are updated in alignment with infrastructure changes
• Execute release steps according to release checklist documentation
• Document release issues and actively work to prevent recurrence in future releases

Required Qualifications:

• Bachelor's degree in computer science, Information Technology, or related field with 3-5 years of experience in supporting enterprise-level applications in Windows and Linux environments
• Entry-level proficiency with SQL and database management tools
• Exposure to shell scripting (Bash, PowerShell) and Linux command-line operations
• Understanding of application architectures, workflows, and processes
• Familiarity with Java EE or .NET frameworks
• Knowledge of commonly used IT concepts, practices, and procedures

Qualifications

Technical Skills:

• Monitoring and observability tools:

Kibana, Dynatrace, Grafana, Control-M/Airflow Schedules

• Databases: Oracle, SQL queries
• Operating Systems: Linux administration
• Scripting: Shell scripting basics
• Application Support: Good Understanding of Web based applications support, RabbitMQ Messaging and ETL Knowledge
• Ticketing systems and alerting tools: Atlassian Jira, Dynatrace and Pager Duty
• Infrastructure fundamentals: Red hat linux, Open Shift and TCP/IP protocols.
• Certification: ITIL V4 Foundation Certificate or equivalent.

Key Competencies:

• Strong analytical and troubleshooting skills
• Effective written and verbal communication
• Ability to work in a cross-functional global team environment
• Customer service orientation and professionalism
• Self-directed learner with willingness to absorb technical knowledge quickly
• Availability for on-call and shift rotation participation