Production Support Analyst (Onsite, Makati)

Infomedia Philippines Operations LP Co. LTD.; Philippines; On-site; PHP 420,000 - 780,000; Full time

Job summary

Infomedia Philippines Operations LP Co. LTD. is seeking a Production Support Analyst for night shifts on-site in Makati.

You will monitor, troubleshoot, and maintain production applications, ensuring secure file delivery and reliable technology support across environments. The role requires coordinating with infrastructure, development, telephony, client service, and external vendors to improve operational stability, security, and efficiency.

Qualifications

• Bachelor's degree in Information Systems or related field, or 3+ years of equivalent education and experience.
• Experience with FTP software or clients such as Secure FTP and Zoom.
• Proficiency with MS SQL, Python, and common business software tools.

Responsibilities

• Provide second-tier support for production applications and assist end users in resolving issues.
• Monitor and support incoming/outgoing file deliveries via Secure FTP.
• Maintain and schedule Skybot, GlobalScape, and Secure FTP jobs with security updates.
• Analyze vendor applications related to Secure FTP and assist with disaster recovery planning.
• Administer Zoom user requests, licenses, distribution, and training on Zoom functionality.
• Document production applications, resolve issues, and keep support docs up to date.
• Monitor system performance metrics, analyze root causes, and suggest solutions.
• Collaborate with multiple teams on upgrades, patches, incidents, and deployments.
• Prepare production support project requirements and participate in planning discussions.
• Take ownership of escalations and participate in 24/7 on-call support; support Microsoft Teams apps; automate manual processes where feasible.

Skills

FTP software

Zoom

Microsoft Teams

MS SQL

Python

Database skills

Problem-solving

Documentation

Communication

Independent work

Process improvements

Cross-team collaboration

Education

Bachelor's degree in Information Systems

Tools

Secure FTP

Skybot

GlobalScape

Job description

The Production Support Analyst supports internal and external client production implementations within the Carenet IT organization by monitoring, troubleshooting, and maintaining production applications. This role helps ensure seamless operations, timely issue resolution, secure electronic file delivery, and reliable technology support across production environments. Through collaboration with infrastructure, development, telephony, client service teams, and external vendors, this position contributes to operational stability, security compliance, and continuous improvement in technology integration and production support processes.

This is a night shift, onsite role in Makati.

What You’ll Do

• 1. Provide second-tier support for production support applications and assist end users in resolving application issues.
• 2. Monitor and support incoming and outgoing electronic file deliveries via Secure FTP.
• 3. Maintain and schedule Skybot jobs, GlobalScape jobs, and Secure FTP jobs, including required software updates for security compliance.
• 4. Analyze vendor applications related to Secure FTP and provide operational support, including disaster recovery planning.
• 5. Administer new and existing Zoom user requests, manage licenses, support user distribution, and provide employee training on Zoom functionality.
• 6. Document production applications, resolve application issues, administer imports and exports, and keep support documentation up to date.
• 7. Monitor system performance metrics, analyze root causes for technical issues, and recommend solutions.
• 8. Collaborate with infrastructure, system administration, development, telephony, client service, business analyst, and external vendor teams on upgrades, patches, incidents, and production implementations.
• 9. Prepare production support project requirements, participate in meetings, contribute to planning strategies, and support improvements in production operations.
• 10. Take ownership of escalations, participate in on-call rotation for 24/ 7 support, support Microsoft Teams applications, and automate manual processes where feasible.

What We’re Looking For

• 1. Bachelor’s degree in Information Systems or a related field, or three or more years of equivalent education and experience.
• 2. Experience with FTP software or clients, Zoom, Microsoft Teams, MS SQL, and Python.
• 3. Ability to work with database software, word processing, spreadsheets, email applications, and related business technology tools.
• 4. Strong research, problem-solving, analytical, and documentation skills, including the ability to define business and functional requirements.
• 5. Strong verbal and written communication skills for internal stakeholders, external clients, and vendor interactions.
• 6. Ability to work independently, take initiative, adapt to changing priorities, and manage multiple deadlines in a fast-paced environment.
• 7. Experience with process improvements, technology integration, business process design, and operational efficiency initiatives.
• 8. Proven ability to collaborate across teams to support production operations and drive continuous improvement.