Production Support Analyst

Infotech Solutions; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading company in financial services is seeking a Production Support Specialist in New York. This role involves providing hands-on support for critical technology platforms, ensuring service stability, and collaborating with global teams. Ideal candidates will have experience in functional support and a strong technical background, particularly in Unix/Linux and SQL. The position requires excellent analytical and communication skills, along with a problem-solving mindset to effectively manage incidents and support users.

Qualifications

• Experience in functional/technical support, preferably in investment banking.
• Knowledge of compliance and regulatory applications.
• Unix/Linux skills including Shell/Perl scripting.

Responsibilities

• Provide hands-on production support for financial systems.
• Handle support escalations and perform batch support.
• Create and update support documentation.

Skills

Analytical skills

Communication skills

Problem-solving

Unix/Linux

SQL

Shell/Perl scripting

Java

Knowledge of compliance applications

Education

Experience in functional/technical support

Tools

ServiceNow

Informatica/ETL

Autosys

Job description

Role description:
Reporting into the Production Services Core and Control (US) lead in New York, this support role covers the day-to-day support of financial services & corporate technology platforms, working in collaboration with global and regional teams. It is ideal for a self-starter seeking a career in production support and who takes pride in supporting critical business processes. The role includes:

Provide hands-on production support

• IT Delivery/Control/Process/Stability
• Ensure the proper functioning of existing services and infrastructure
• Assist in identifying problems, implementing solutions, and providing ongoing support
• Work with end-users to resolve issues and technical problems
• Support Analysts focus on prevention, correction, adaptation, and perfection
• Monitor KPI statistics related to capacity, performance, and CSI
• Ensure Professional Ethics Compliance and Risk Management
• Maintain Knowledge Management

Responsibilities will include:

• Handling support escalations from Level 1 team, including complex user and monitoring support queries, with minimal escalations to Level 3 teams
• Providing hands-on support to financial systems and interfaces
• Planning and executing proactive non-ticket tasks such as automation or tool implementations
• Supporting user queries and monitoring support queries, minimizing escalations to development teams
• Performing batch support and health checks at start/end of day
• Creating, updating, and amending support documentation
• Using standard support tools and processes
• Participating in weekend support activities with team members
• Deploying code/configuration changes and releases into pre-production and production environments
• Contributing to incident management, user communication, release management, and crisis management as a team player

Skills, experience, qualifications, and knowledge required:

• Experience in functional/technical support, preferably in investment banking; other industries considered
• Knowledge of compliance and regulatory applications like Actimize, Blue Sheet, LOPR, and Mail Surveillance
• Unix/Linux skills including Shell/Perl scripting
• Database skills: SQL, Sybase, Oracle
• Experience with Informatica/ETL
• Knowledge of scheduling tools such as Autosys or cron
• Basic programming knowledge, e.g., Java
• Experience with monitoring software and rulebase management
• Hands-on experience with tools like ServiceNow is desirable
• Familiarity with ITIL standards and qualifications preferred
• Knowledge of Business Objects and trade booking/settlements systems is a plus

Professional Attributes

• Excellent analytical and communication skills, capable of providing clear updates to senior management
• Ability to prioritize and sense of urgency
• Problem-solving mindset with decision-making skills
• Pragmatic, adaptable, and able to work under pressure
• Ability to foster cooperation and coordinate activities across teams
• Willingness to document and share information globally
• Capable of functioning effectively in crisis and incident situations, owning issues until resolution and communicating appropriately