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Production Support Analyst

Jersey City, New Jersey (Hybrid)

Phone + Video

Key points:

• Critical thinking
• Communication skills
• Collecting info from users
• Exploring workaround
• Financial app or live app knowledge (Trade, STP)

 

Not qualified:

• Heavy on infrastructure

Job Description:

Support in-house business applications, data pipelines, and infrastructure for middle and back-office functions for derivative trades.

Role Objectives

• 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, applying site reliability engineering (SRE) methodologies and operability thinking to improve reliability over time through methodical problem management.
• 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.
• Eliminate toil, automate operations and monitoring.

Job Description

• 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.
• 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.

Qualifications and Skills

• 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.
• Writing back-end queries (mid-advanced SQL), programming in Python, Perl, PowerShell for monitoring and proactive issue identification.
• Experience in 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.
• Exposure to Copilot, Power Automate, or scripting to reduce repetitive effort and improve consistency.

Experience That Adds Value

• Improving monitoring, reducing noise, and increasing diagnosability for production systems.
• Driving safe technical changes across infrastructure, applications, and batch processes.
• Onboarding systems with clear ownership boundaries and durable documentation.

Preferred Mindset

• Comfortable operating in ambiguous, high-pressure environments.
• Ownership through resolution, not just escalation.
• Methodical, curious, and collaborative.