Job Details

  • Title: Production Support Analyst
  • Code: RCI-01052020MOCS.
  • Location: New York New York (NY) 10007
  • Posted Date: 01/10/2020
  • Duration: 7 Months
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  Job Description

Job Description 

  • Serve as lead Production Analyst to ensure production and operational health of application system.
  • Provide oversight and guidance as a technical subject matter expert to Tier 1 and Tier 2 resources in achieving high level of performance and quality in delivering solutions to stakeholders
  • Lead the validation of changes and improvements implemented in the system
  • Serve as lead production liaison to the application vendor to coordinate application deployment for multiple environments.
  • Conduct thorough analysis of causes and impacts of defects and propose fixes to complex issues
  • Develop status reports and technical documentation for complex operational support procedures
  • Provide project management support and assist the Tech Strategy leads to ensure that tasks are completed on-time and meet or exceed expectations.
  • Work independently to solve problems that impact project delivery or PASSPort production support while maintaining high service and support levels to key stakeholders.
  • Help to establish and report on key metrics for success and monitor progress toward, and attainment of, assigned goals and activities.
  • Leverage best practices to assist in determining areas where efficiencies can be gained, or processes can be improved, especially through technology.
  • Serve as Tier 2 / Level 2 point-of-contact (via telephone and email) for any support issues in production
  • Create, update, and close requests, incidents and change requests in the team's tracking system.
  • Document, identify, research and resolve application, technical, and infrastructure problems.
  • Create and manage escalation procedures and ensure service levels are maintained.
  • Ability to escalate problems to vendor in a clear and concise manner.
  • Maintain effective communication with the appropriate teams during planned and unplanned system outage situations.
  • Publish daily, weekly, and ad-hoc Help Desk ticket reports and maintenance schedules.
  • Track root cause analysis on system outages.
  • Gather monthly statistics on Help Desk activities and analyze the results.
  • Perform troubleshooting activities and identify root cause for technical issues and recommend solutions.
  • Provide training and assist with expert knowledge on all production processes
  • Document all production applications and resolve all application issues and answer all requests.
  • Work on special projects and initiatives as required..

Desired Skills/Experience 

  • Minimum of 4 years’ experience providing specialized knowledge of system requirements and programming specifications.
  • Designs solutions based on customer needs and technical considerations.
  • Analyzes job tasks, organizational structure and user requirements to provide system-wide solutions.
  • Applies analytical expertise to assist in defining, analyzing, validating and documenting complex operating environments, states of technology and current processes.


  • Four or more years of experience providing Tier 2 support to all end users of cloud-based, SAAS- based software applications and platforms
  • Four or more years of experience managing incidents by working closely with development, product and business units, tracking the issues and following up post event.
  • Four or more years of experience maintaining scheduled releases and point-of-contact for performing trouble shooting support on all issues
  • Four or more years of experience maintaining effective relationships with vendors
  • Four or more years of experience documenting current processes and workflows 


  • Able to work as part of a team and independently in fast-paced, high pressure situations
  • Strong analytical and problem-solving skills
  • Willingness to acquire new skills as technology changes
  • Ability to provide user training
  • Positive attitude with excellent interpersonal skills.
  • Excellent verbal and written communication skills
  • Must be able to multi-task with strict attention to detail.
  • Ability to work independently and in collaboration with other units and team members


  • College degree or equivalent experience in computer science, IT project management, computer systems engineering, information systems, economics, or related field
  • Helpdesk/service desk experience and exposure
  • Knowledge of Remedy or similar tools preferred.
  • Understanding of how large-scale production systems are maintained
  • Excellent understanding of SQL
  • ITIL Foundation Certified
  • Project Management Professional (PMP) certification
  • IT project management experience and exposure
  • Experience working in an agile methodology project structure
  • Experience in projects related to Sourcing / Procurement