Production Support Analyst – Role Summary

This role is responsible for monitoring, maintaining, and troubleshooting production systems and applications to ensure uninterrupted business operations. The position supports critical platforms such as the Management Approval System (MAS) and Board Paper Library (BoardLib), both SharePoint-based applications used by senior stakeholders and integrated with core banking systems.

Key responsibilities include continuously monitoring system performance, responding to incidents, and providing Level 2 (L2) support following initial triage by L1 teams. The analyst performs root cause analysis, resolves system and data issues, and implements preventive measures to improve stability and reliability. The role also involves supporting deployments, validating releases, and ensuring adherence to change management and compliance standards.

The position requires close collaboration with development, infrastructure, and operations teams, as well as clear communication with stakeholders regarding incidents and system status. Documentation of issues, resolutions, and system performance metrics is essential, along with contributing to knowledge base updates and process improvements. Participation in audits, post-incident reviews, and continuous improvement initiatives is expected.

Candidates should have a degree in IT or related fields, at least five years of production support experience, and strong skills in SQL, troubleshooting, ITIL practices, SharePoint, Azure DevOps, and monitoring tools, alongside excellent communication and problem-solving abilities