Production Support Analyst
eTeam Inc
Job Title: Production Support Analyst
Duration: 12 Months Contract
Location: Jersey City, NJ 07311
Hybrid role - 2 to 3 days onsite/week Summary: Support in-house business applications, data pipelines, and infrastructure for middle and back-office functions for derivative trades. Role Objectives
Duration: 12 Months Contract
Location: Jersey City, NJ 07311
Hybrid role - 2 to 3 days onsite/week Summary: 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.
- 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.
- 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.
- Comfortable operating in ambiguous, high-pressure environments.
- Ownership through resolution, not just escalation.
- Methodical, curious, and collaborative.
Vacancy posted 4 days ago
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