Production Support Analyst

Intone Inc; Jersey City, Northern (NJ, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Intone Inc in Jersey City, NJ seeks a mid-level Production Support Engineer for a 12+ month contract to support in-house applications, data pipelines, and infrastructure for trading functions.

You will resolve issues, apply SRE practices, monitor systems, and collaborate across teams to maintain SLA and incident response.

The role emphasizes debugging, ownership, documentation, and proactive stability improvements, with 24x7 style coverage and durable runbooks.

Qualifications

• 3–5 years of experience in production support or related roles.
• Strong incident management and issue analysis skills.
• Mid to advanced SQL proficiency for backend queries.
• Programming experience in Python or PowerShell for monitoring.
• Experience with real-time debugging of application issues.

Responsibilities

• Resolve application issues to prevent technology disruption.
• Apply SRE methodologies to improve reliability over time.
• Debug production issues where ownership is unclear.
• Monitor systems and ensure SLA-compliant reports.
• Interface with upstream data pipelines and troubleshoot logs.
• Improve stability and document ownership boundaries.
• Create dashboards and generate stability reports.
• Train users and provide audit-safe incident updates.
• Collaborate for 24x6 support coverage and incident resolution.
• Maintain runbooks, documentation, and incident records.
• Eliminate toil and automate operations and monitoring.

Skills

SQL

Python

PowerShell

Incident management

Production support

Debugging production issues

Regulatory knowledge

Financial industry experience

Job description

A 12+ month contract role supporting in-house business applications, data pipelines, and infrastructure for middle and back-office derivative trading functions. Based in Jersey City, New Jersey.

Responsibilities

• Ensure continuity of business operations by resolving application issues—whether user-reported or automatically detected—in a timely manner to prevent technology disruption.
• Ensure system stability by applying site reliability engineering (SRE) methodologies and operability thinking to improve reliability over time through methodical problem management.
• Address technical and data issues requiring in-depth debugging and expertise in production software applications, often in situations where the problem is not clearly defined or ownership is ambiguous.
• Monitor systems to ensure reports are produced on time according to SLA, proactively managing disruptions and incidents by reasoning across applications, data flows, infrastructure, and dependencies (batch, APIs, integrations).
• Manage interfaces with upstream data pipelines, connecting signals across systems and using investigative troubleshooting (logs, documents, user inputs) to drive clarity and early detection.
• Proactively improve stability by identifying and addressing ambiguous, unstructured issues, and by onboarding systems into long-term support with clear ownership boundaries and durable documentation.
• Create dashboards to monitor system components at a glance and generate stability reports.
• Train users in need of assistance, providing structured communication and audit-safe updates during incidents.
• Collaborate with peers and other teams to provide 24x6 support coverage, demonstrating ownership through resolution and comfort operating under SLA and time pressure.
• Maintain documentation, runbooks, and incident records in compliance with audit requirements, defining boundaries and creating repeatable support structures for onboarding new systems.
• Eliminate toil and automate operations and monitoring.

Qualifications

• Required
  • 3–5 years of experience in production support or related roles, with demonstrated ability to navigate unstructured problems and drive clarity across teams.
  • Incident management and issue analysis to improve support procedures and methods.
  • Mid to advanced SQL proficiency for writing back-end queries.
  • Programming experience in Python, Perl, or PowerShell for monitoring and proactive issue identification.
  • Experience with programming languages to enable real-time debugging of application issues and troubleshooting of code.
  • Working understanding of regulatory bodies, reports, derivative trades, asset classes, and experience in the financial industry.
  • Experience collaborating with business and all involved parties during disruptions to ensure optimal service restoration.
• Preferred
  • Exposure to Copilot, Power Automate, or scripting to reduce repetitive effort and improve consistency.
  • Experience improving monitoring, reducing noise, and increasing diagnosability for production systems.
  • Experience driving safe technical changes across infrastructure, applications, and batch processes.
  • Experience onboarding systems with clear ownership boundaries and durable documentation.
  • Comfort operating in ambiguous, high-pressure environments.
  • Demonstrated ownership through resolution rather than escalation.
  • Methodical, curious, and collaborative approach to problem-solving.