Production Support Analyst

We are looking for a Production Support Analyst to provide Level 1 application and production support across multiple business-critical systems. The role is responsible for ensuring system stability, performance, security, and availability by managing incidents, service requests, monitoring activities, and operational support functions. The successful candidate will work closely with users, infrastructure teams, and third-party vendors to maintain smooth production operations and deliver high-quality support services.

Key Responsibilities

Production Support & Operations

• Provide Level 1 support for production applications and systems.
• Investigate, troubleshoot, and resolve production issues, escalating complex incidents when necessary.
• Perform daily system health checks and execute corrective actions for identified issues.
• Monitor application availability, system performance, server utilization, backup status, and scheduled jobs.
• Handle service desk tickets, user inquiries, and production-related requests in a timely manner.
• Manage and monitor production server capacity to ensure optimal utilization and performance.
• Execute housekeeping and maintenance activities based on operational procedures.
• Support offline batch processing activities and coordinate issue resolution with vendors.
• Perform data extraction, reporting, and data analysis activities to support operational, audit, regulatory, and business requirements.

Incident & Problem Management

• Investigate production incidents and service requests.
• Participate in root cause analysis activities and implement corrective actions.
• Escalate unresolved incidents to Level 2 or vendor support teams as required.
• Prepare incident reports and support problem resolution activities.
• Monitor and ensure service level agreements (SLAs) and internal KPIs are met.

Release & Change Management

• Participate in application deployments, go-live activities, and knowledge transfer sessions.
• Review production readiness and deployment checklists.
• Support post-release validation and production stabilization activities.

User & Access Administration

• Create, modify, disable, and revoke user access based on approved requests.
• Perform password resets and account unlock requests.
• Manage application access rights and security controls in accordance with company policies.

Environment & Infrastructure Support

• Monitor disk utilization and identify housekeeping opportunities.
• Coordinate with infrastructure teams regarding system performance, backups, maintenance, and patching activities.
• Support disaster recovery drills, production reorganizations, system testing, and scheduled maintenance activities.
• Participate in production server capacity planning exercises.

Vendor Management

• Coordinate with external vendors for application support, bug fixes, system enhancements, and data patching activities.
• Track service requests and ensure vendor compliance with agreed service levels.
• Work collaboratively with vendors to improve operational processes and production stability.

Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

• Minimum of 3 years of experience in IT application support, production support, or IT solution delivery.
• Experience in the insurance, banking, or financial services industry is highly preferred.
• Proven experience supporting business-critical production environments.

Technical SkillsRequired

• Basic knowledge of:
• AWS (EC2, S3, RDS)
• Microsoft SQL Server
• Java Spring Boot
• Node.js
• Web Services
• REST APIs
• Working knowledge of:
• AS/400 (IBM i)
• COBOL
• CL Programming
• Query/400
• Experience in application monitoring, incident management, and production operations support.
• Understanding of System Development Life Cycle (SDLC) and Quality Assurance processes.

Preferred

• Experience supporting DXC Assure suite applications, including:
• Integral Life
• Integral Pathfinder
• Integral Insights
• Integral Product Engine
• Integral Smart Framework
• VP/MS
• Experience with insurance administration platforms such as:
• POLISY
• GROUP/400
• Experience with:
• Guidewire Claims Center
• Fortra Robot Schedule / Robot Replay
• Smart/400 development

Benefits:

• Company events
• Health insurance
• Life insurance

Application Question(s):

• How much is your asking salary?

Work Location: In person