Production Support Analyst

SUMMARY:
New contract opportunity available - 6 months contract - Production Support Analyst with SQL / API experience required - Knowledge of the banking / financial services sector will be added advantage. 

PRODUCTION SUPPORT ANALYST
We are seeking a highly skilled Production Support Analyst with strong SQL, API, and networking expertise to join our dynamic team. The role involves ensuring stability, availability, and optimal performance of production systems, while providing timely support and resolution to incidents, service requests, and problems. Banking or financial services knowledge will be considered a strong advantage.

POSITION INFO:
New contract opportunity available - 6 months contract - Production Support Analyst with SQL / API experience required - Knowledge of the banking / financial services sector will be added advantage.

PRODUCTION SUPPORT ANALYST
We are seeking a highly skilled Production Support Analyst with strong SQL, API, and networking expertise to join our dynamic team. The role involves ensuring stability, availability, and optimal performance of production systems, while providing timely support and resolution to incidents, service requests, and problems. Banking or financial services knowledge will be considered a strong advantage.

Key Responsibilities

• Provide Level 2/3 support for business-critical production systems, ensuring uptime and minimal service disruption.
• Monitor, troubleshoot, and resolve application, API, SQL database, and networking issues.
• Perform root cause analysis (RCA) for recurring incidents and work with development teams to implement long-term fixes.
• Collaborate with infrastructure, networking, and application teams to ensure seamless system integration and stability.
• Develop and maintain monitoring scripts, dashboards, and automated alerts for proactive issue detection.
• Support deployment and release management activities in production and pre-production environments.
• Document incidents, problems, and solutions to enhance the knowledge base and improve future responses.
• Engage with stakeholders, including business users and third-party vendors, to ensure timely communication and resolution of issues.
• Contribute to process improvements, automation, and best practices in production support operations.
• Participate in on-call rotations to support 24/7 business operations.

• Proven experience in Production Support, Application Support, or IT Operations.
• Strong knowledge of SQL (queries, stored procedures, performance tuning).
• Solid understanding of APIs (REST, SOAP, troubleshooting API calls).
• Strong networking fundamentals (TCP/IP, DNS, firewalls, load balancers, connectivity troubleshooting).
• Experience with monitoring and logging tools (e.g., Splunk, AppDynamics, Dynatrace, Grafana, Kibana).
• Familiarity with incident management and ITIL processes (Incident, Problem, Change).
• Ability to analyze logs, identify root causes, and implement solutions under pressure.
• Strong communication skills for interaction with technical and non-technical stakeholders.

• Banking or financial services domain knowledge (payments, transactions, settlements).
• Experience with Linux/Unix environments and scripting (Shell, Python, PowerShell).
• Familiarity with cloud platforms (AWS, Azure, GCP).
• Exposure to CI/CD pipelines and DevOps tools.

• Bachelor’s degree in Computer Science, Information Technology, or a related 3 year qualification in the field or equivalent experience
• ITIL Foundation certification advantageous.