Production Support Analyst

Production Support Analyst

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 handling 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.

Location: Richmond, Virginia (3 days onsite/2 days remote)

Pay rate: $38/hr W2

Shift: Monday-Friday; Flexibility to work an 11 AM to 8 PM schedule and provide holiday coverage as needed.

Contract length: 12-18 months with potential for conversion to full time

Key Responsibilities

• Serve as the first point of contact for clients and internal teams regarding 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 ITSM Remedy, 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.
• Strong customer service and 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, FTPS, 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.