Production Support Analyst

Provide production support for client onboarding and reporting applications

Perform incident analysis and collaborate with development teams for issue resolution

Manage Incident Problem and Change Records using ServiceNow processes

Monitor system s and take corrective actions to ensure service availability

Support technical and operational process improvements in collaboration with Support DevOps and SRE teams

Participate in release activities maintenance windows and production support outside business hours when required

Conduct root cause analysis and implement preventive actions for recurring issues

Maintain system stability reliability and service quality

Support operational risk identification mitigation and control activities

Strong technical background in IT Support or Production Support

Knowledge of Incident Problem and Change Management processes

Experience with ServiceNow or similar ITSM tools

Understanding of DevOps and Site Reliability Engineering SRE practices

Strong analytical troubleshooting and problemsolving skills

Knowledge of SQL and database concepts

Familiarity with AWS Azure Java Linux and Microsoft Dynamics

Ability to investigate issues and perform root cause analysis

Good understanding of operational risk and control frameworks

Strong communication collaboration and teamwork skills

Ability to work in a fastpaced support environment and handle critical incidents