Technical Analyst Production Support

Key Responsibilities

• Provide production support for business-critical applications, ensuring high availability and service stability

• Monitor application and infrastructure health using observability and monitoring tools (Splunk, Dynatrace, monitoring dashboards)

• Manage incidents, service requests, and production issues according to established SLA and operational procedures

• Perform root cause analysis (RCA) for recurring incidents and drive corrective and preventive actions

• Collaborate with development, infrastructure, database, and architecture teams to investigate and resolve production issues

• Support application releases, deployments, and post-release validations

• Create and maintain operational procedures and support documentation

• Produce operational and management reports related to incidents, system performance, availability, and service quality

• Support internal and external audit activities by providing evidence, reports, access reviews, and technical documentation

• Monitor application logs and system events to proactively identify anomalies, risks, and performance degradations

• Participate in on-call support and major incident management activities when required

Required Skills & Experience

• 3+ years of experience in a Production Support, Application Support, or Operations Support role

• Strong experience in Incident Management, Problem Management, and Production Support processes

• Experience working with monitoring and observability tools:

Splunk

Dynatrace

• Hands-on experience with log analysis, alert investigation, and troubleshooting in complex production environments

• Basic knowledge of Oracle Database/Elastic:

• Good understanding of distributed systems, microservices architecture, and integration patterns

• Basic knowledge of:

REST APIs

SOAP services

HTTP/HTTPS protocols

Messaging platforms (Kafka, IBM MQ or similar)

• Experience working in Linux/Unix environments and using command-line tools

• Understanding of application lifecycle, release management, and deployment processes

• Experience producing operational reports, KPI dashboards, and audit evidence

• Strong analytical and troubleshooting skills

• Understanding of IT controls, audit requirements, logging, traceability, and access management principles

• Experience with ticketing and workflow management tools (ServiceNow, Jira, or similar)

• Fluent English

Nice to Have

• Experience in banking or financial services environments

• Experience with change management and release management processes

• Experience supporting high-availability and mission-critical applications

Soft Skills

• Strong problem-solving and analytical mindset

• Ability to perform under pressure in a production environment

• Ownership and accountability for issue resolution

• Strong attention to detail

• Excellent organizational and prioritization skills

• Proactive and continuous improvement mindset

• Team player with strong collaboration skills

• Ability to communicate effectively with both technical and business stakeholders

• Ability to manage multiple incidents and priorities simultaneously