Production Support Analyst

Position Summary Ensemble Applications Monitoring, (performance/job and general verification of proper processing and operation).Uses a full understanding of industry practices and company policies and procedures to resolve a wide range of non-routine problems in imaginative and practical ways.Daily health reporting (responses to found issues would fall into other categories).Recommends corrective action regarding non functioning electro /mechanical equipment or software applications (Unix/Linux).Analyzes situations of diverse scope by reviewing a variety of factors and demonstrating good judgment in selecting methods and techniques for obtaining solutions.Support of migrations/outages and warranty of said items. Handles situations which may require adaptation of response or extensive research according to customer response.Maintains log of problems so that recurring problems can be reported to product development. May orient, train, or check the work of lower level employees. Reports to Supervisor or Manager, Product Support. This is a multi-incumbent position.

• Perform issue management and Production Support activities for system issues that arise and impact customer experience or business operations
• Work closely technology vendors to prioritize and drive resolution of system issues
• Proactively identify patterns of systems issues and their overall impact on customers and business partners
• Assist users in diagnosing and resolving issues that arise during the operation of custom software applications.
• Identify gaps in current issue management processes, make enhancements
• Identify and engage appropriate stakeholders to assess severity of impact and resolution
• Identify, document, and communicate system enhancement opportunities
• Ensures timely completion of root cause analysis and action items
• Work with cross functional teams to ensure systems issues are accurately represented and mitigated
• Develop and publish regular status reports and presentations for diverse audiences (including senior management)
• Some travel and after hours (evenings/weekends/holiday) support will be required

• Bachelor’s Degree
• 3+ years of related professional experience

• 3+ years of Operational Analytics or Production Support experience
• Proficient in MS Excel and PowerPoint
• Excellent communications (written / oral) and interpersonal skills
• Strong facilitation and meeting management skills
• Ability to work well in a fast paced, high pressure environment

• Reporting experience (SQL)
• Data analysis experience