Support Analyst

Production Support Analyst

Role Summary

We are looking for an experienced Production Support Analyst to join our team. The ideal candidate will be responsible for job monitoring, report generation, and providing L1/L2/L3 production support across data and application systems.

The successful candidate will have strong SQL, Python, and AWS skills, combined with hands-on experience in production/application support. The role requires the ability to read, write, and troubleshoot scripts, perform technical and data analysis, contribute to application enhancements, and communicate effectively with technical teams, business stakeholders, customers, and leadership.

Requirements

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in production support, application support, or a similar technical support role.
• Strong experience with scripting languages, with Python being mandatory. Experience with PowerShell or other scripting languages is an advantage.
• Hands-on experience working in an AWS environment is mandatory.
• Strong SQL skills, including the ability to write, optimize, and troubleshoot complex queries across relational databases.
• Proven experience providing L1, L2, and L3 production support, including incident triage, troubleshooting, root cause analysis, and escalation management.
• Experience with job monitoring, batch processing, and scheduling tools/frameworks.
• Experience developing, maintaining, and troubleshooting operational reports and dashboards.
• Strong understanding of data modeling and database concepts.
• Excellent verbal and written communication skills, with the ability to interact confidently with customers, internal teams, and leadership.
• Ability to work effectively under pressure during production incidents, exercise sound judgment, prioritize effectively, and escalate issues appropriately.
• Strong analytical and problem-solving skills with the ability to identify patterns, investigate issues, and recommend sustainable solutions.
• Willingness to participate in on-call and rotational shifts, including off-hours support, as required.

Responsibilities

• Monitor scheduled jobs, batch processes, and data pipelines, proactively identifying and resolving failures, delays, and other production issues.
• Provide L1, L2, and L3 production support across applications, data pipelines, databases, and related systems.
• Develop and maintain Python scripts for automation, monitoring, troubleshooting, and issue remediation.
• Develop, modify, optimize, and troubleshoot SQL queries, stored procedures, and reports for operational and business requirements.
• Generate, maintain, and troubleshoot recurring reports and dashboards for internal and customer-facing stakeholders.
• Perform root cause analysis (RCA) for recurring incidents and work closely with development and engineering teams to implement permanent fixes.
• Manage and resolve production issues reported by customers and internal teams within defined Service Level Agreements (SLAs).
• Perform data quality and business logic checks on data flowing into and out of applications and systems.
• Analyze production issues and system behavior to identify trends, recurring problems, and opportunities for automation or process improvements.
• Document incidents, troubleshooting steps, resolutions, and runbooks to build and maintain a comprehensive knowledge base for the support team.
• Communicate incident status, impact, root cause, corrective actions, and resolution clearly and effectively to stakeholders at all levels.
• Escalate critical and high-impact issues appropriately and coordinate with cross-functional teams during major incidents.
• Collaborate with development, infrastructure, database, and business teams on application enhancements, defect resolution, and production improvements.
• Participate in the on-call rotation and provide off-hours production support as required.
• Continuously identify opportunities to improve support processes, automation, monitoring, system reliability, and overall operational efficiency.

Key Skills

Mandatory: Python, AWS, SQL, Production/Application Support, L1/L2/L3 Support, Incident Management, Root Cause Analysis

Preferred: PowerShell, Job Scheduling/Monitoring Tools, Reporting & Dashboards, Data Pipelines, Data Modeling, Automation, ITIL/Service Management