Lead Support Analyst, Shared Services & Production Management

Job DetailExperience Level Sr LevelDegree Type Bachelor of Science (BS)Employment Full TimeWorking Type HybridJob Reference 0000020604Salary Type AnnuallyIndustry Broker DealerSelling Points Lead impactful production management initiatives in a dynamic, hybrid work environment. Collaborate globally to ensure system reliability and uptime. Drive process improvements and automation for operational excellence.Job DescriptionLead Support Analyst, Shared Services & Production Management OverviewThe Lead Support Analyst will oversee shared services and production management for data applications and middleware platforms.Collaborate with global teams to ensure system reliability and uptime across distributed environments.Implement ITIL support practices, including Incident, Problem, Change, and Release Management.Support and maintain big-data platforms and client reference data warehouses.Perform root cause analysis and implement preventive measures to address system issues.Develop and maintain production support documentation libraries for operational excellence.Participate in disaster recovery and business continuity planning exercises.Leverage programming skills in Java, Python, and SQL for data analysis and reporting.Drive process improvement and automation initiatives within the support framework.Lead Support Analyst, Shared Services & Production Management Key Responsibilities & DutiesMonitor global deployments and traffic to ensure service availability on middleware platforms.Respond to system-generated alerts and escalations related to application platform failures.Collaborate with development teams and business analysts for system enhancements.Manage support work pipelines and coordinate with global teams for issue resolution.Perform advanced Linux system administration and optimization for production environments.Troubleshoot technical issues under pressure using methodical problem-solving skills.Develop custom tools and scripts for automation and deeper system analysis.Utilize monitoring tools like Kibana and Grafana for operational reporting and analytics.Document standards, processes, and procedures for best practices and issue resolution.Lead Support Analyst, Shared Services & Production Management Job RequirementsBachelor's degree in Computer Science or related technical discipline.Minimum 7 years of experience with hands-on production or application support.Advanced Linux system administration expertise, including performance troubleshooting.Proficiency in shell scripting, SQL, and programming languages like Java and Python.Strong understanding of messaging middleware architectures and distributed systems.Experience with containerized environments such as Docker for scalable deployments.Knowledge of monitoring tools like Kibana and Grafana for operational analytics.Excellent communication skills to bridge technical and business stakeholder needs.Commitment to continuous learning and cross-functional knowledge expansion.