Production Support Analyst

Sharp Decisions; Jersey City (NJ); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Sharp Decisions is seeking a hybrid, in-house production support professional to help maintain and improve critical business applications and data pipelines in a U.S. financial services context.

You will investigate issues, manage incidents, and work across apps, data flows, and infrastructure to ensure timely resolutions. You will monitor systems, reduce toil through automation, and create dashboards that track stability and SLA compliance.

Qualifications

• 3–5 years of production support or related roles.
• Experience with incident management and problem analysis.
• SQL skills at mid-to-advanced level; Python, Perl, or PowerShell for troubleshooting.

Responsibilities

• Investigate and resolve production issues with in-depth debugging.
• Monitor systems and manage disruptions to meet SLA.
• Troubleshoot across apps, data flows, infra, and pipelines.
• Use logs and docs to identify root causes and improve detection.
• Communicate incidents clearly and provide audit-ready updates.
• Collaborate with tech and business teams for 24x6 support.
• Maintain runbooks, docs, and incident records for audits.

Skills

Troubleshooting

Communication

Collaboration

Analytical thinking

Tools

Copilot

Power Automate

Scripting

Job description

Hybrid - 3 days in a week
Open to W2 Candidates - No C2C

Support in-house business applications, data pipelines, and infrastructure for middle- and back-office functions supporting derivative trades.

Role Objectives

• Ensure business continuity by resolving application issues, whether user-reported or automatically detected, in a timely manner.
• Improve system stability through structured problem management, operability practices, and SRE methodologies.
• Identify and address ambiguous, unstructured issues while establishing clear ownership and durable support documentation.
• Create dashboards to monitor system health and generate stability reports.
• Reduce operational toil through automation of support and monitoring activities.

Job Description

• Investigate and resolve technical and data issues requiring in-depth debugging of production applications, including situations where the problem or ownership is unclear.
• Monitor systems and proactively manage disruptions to ensure reports and critical processes are completed within SLA.
• Troubleshoot across applications, data flows, infrastructure, batch processes, APIs, integrations, and upstream data pipelines.
• Use logs, documentation, system data, and user inputs to identify root causes and improve early detection.
• Assist and communicate effectively with users during incidents, providing clear and audit-ready updates.
• Collaborate with technical and business teams to provide 24x6 support and drive issues through resolution.
• Maintain documentation, runbooks, and incident records in compliance with audit requirements.

Qualifications and Skills

• 3-5 years of experience in production support or related roles, with the ability to troubleshoot ambiguous issues and drive resolution.
• Experience with incident management, problem analysis, and improving production support processes.
• Mid-to-advanced SQL skills and experience with Python, Perl, or PowerShell for troubleshooting, monitoring, and automation.
• Programming experience enabling real-time application debugging and code-level troubleshooting.
• Working knowledge of financial services, derivative trades, asset classes, and related business processes.
• Strong collaboration and communication skills when working with business and technical stakeholders during disruptions.
• Exposure to Copilot, Power Automate, or scripting to reduce repetitive operational tasks.

Experience That Adds Value

• Improving monitoring, reducing alert noise, and increasing production system diagnosability.
• Implementing safe technical changes across applications, infrastructure, and batch processes.
• Onboarding systems into production support with clear ownership boundaries and durable documentation.

Preferred Mindset

• Comfortable operating in ambiguous, high-pressure environments.
• Takes ownership through resolution rather than simply escalating tickets.
• Methodical, curious, analytical, and collaborative.