Production Support Analyst

Production Support Analyst

Location: Richmond, Virginia (Partial Remote - 3 days onsite, 2 Remote)

Role Overview

We are seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. This position is responsible for managing secure file transfers between internal application teams, external clients, and banking systems. The role involves acting as the initial point of contact for client-facing and internal transmission issues, including failed file transfers, connectivity problems, password resets, application alerts, and file replays within a dynamic production support environment that handles a high volume of tickets.

Key Responsibilities

• Serve as the first point of contact for clients and internal application teams experiencing transmission or platform issues.
• Monitor production systems, Sterling GIS queues, application alerts, and Splunk logs to identify issues.
• Triage failed file transfers by reviewing error messages, logs, connectivity, authentication, and application issues.
• Resolve common incidents such as file failures, credential resets, file replays, and basic connectivity problems.
• Perform base-level Unix troubleshooting to support production file transfer workflows.
• Provide status updates to business users, external clients, and internal teams while managing escalations.
• Create, update, and document incident tickets in a ticketing system, including root cause and troubleshooting steps.
• Exhaust standard triage and troubleshooting steps before escalating to Level 2 or engineering teams.

Required Qualifications

• Experience in a production support, service desk, application support, command center, or operations role where troubleshooting and ticket ownership were required.
• Professional communication skills in a client-facing or internal support environment.
• Problem-solving ability to investigate issues, identify root causes, and follow standard procedures.
• Basic understanding of secure file transfer concepts and protocols such as SFTP, FTP, FTPS, and SSH.
• Base-level Unix/Linux experience, including navigating systems and reviewing logs.
• Basic networking troubleshooting knowledge, including connectivity, ports, VPNs, and firewalls.
• Experience using ticketing tools such as ITSM Remedy.
• Ability to review logs and error messages in Splunk or similar monitoring tools.

Preferred Qualifications

• Experience with IBM Sterling Gentran Integration Suite or other Managed File Transfer (MFT) platforms like Connect:Direct, Axway, GoAnywhere MFT, or MOVEit.
• Previous experience in DTS, MFT, banking data transmission, or financial services production support.
• Knowledge of AS2, PGP encryption, and other secure transmission or encryption concepts.
• Prior experience in a helpdesk or command center environment.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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