Production Support Analyst

Job Summary

We are seeking a proactive and customer-focused Production Support Analyst to provide operational and technical support for business-critical systems and digital platforms. The ideal candidate will act as the first point of contact for production issues, user inquiries, and service requests, ensuring timely resolution while maintaining high levels of customer satisfaction.

This role requires strong analytical and troubleshooting skills, the ability to manage multiple priorities simultaneously, and a commitment to delivering excellent support in a fast-paced environment.

Key Responsibilities

Production & Operational Support

• Monitor, triage, and resolve production issues reported by internal users and customers.
• Serve as the primary point of contact for system-related inquiries and support requests.
• Track incidents through their lifecycle and ensure timely resolution in accordance with established SLAs.
• Coordinate with Engineering, Product, IT, and Operations teams to resolve complex issues.
• Escalate critical incidents and communicate status updates to stakeholders.

Ticket & Case Management

• Monitor support queues and prioritize tickets based on business impact and urgency.
• Document investigation findings, root causes, resolutions, and workarounds.
• Ensure tickets are accurately updated and closed within agreed timelines.
• Perform regular follow-ups with stakeholders to ensure issue resolution and customer satisfaction.

User Support & Troubleshooting

• Provide real-time support through email, chat, and collaboration tools.
• Troubleshoot system, application, and workflow-related issues.
• Assist users with platform navigation, order processing, transaction validation, and process-related queries.
• Identify recurring issues and recommend preventive measures.

Process Improvement

• Analyze support trends and identify opportunities to improve operational efficiency.
• Contribute to automation and process improvement initiatives.
• Assist in the creation and maintenance of knowledge base articles and support documentation.
• Support testing and validation activities for production fixes and system enhancements.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 1–3 years of experience in Production Support, Application Support, Operations Support, Technical Support, or Customer Support.
• Experience working with ticketing systems and incident management processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Excel and reporting tools.

Preferred Qualifications

• Experience supporting enterprise applications, digital platforms, or operational systems.
• Knowledge of incident management, service management, and SLA-driven support environments.
• Experience working with Jira, ServiceNow, Zendesk, Salesforce, or similar ticketing tools.
• Familiarity with process improvement and automation concepts.
• Experience preparing operational reports and performance metrics.

Key Competencies

• Customer Focus
• Problem Solving
• Incident Management
• Communication & Collaboration
• Stakeholder Management
• Time Management
• Attention to Detail
• Process Improvement

Compensation & Work Schedule

• Work Schedule: Standard business hours with flexibility to support operational requirements when needed.
• Remote/Hybrid work environment.