Smartedge’s Client is looking for an individual to help with their Production Support Analyst @ Manchester, UK (Hybrid Working)
Key area:
* We are seeking a Level 2 Production Support Analyst to provide application and platform support within a fast-paced financial services environment.
* The role focuses on incident resolution, proactive monitoring, alert management, and automation to ensure high service availability and performance of business-critical systems.
* Provide L2 application and production support for critical systems, ensuring minimal downtime and adherence to SLAs
* Manage incidents, alerts, and service requests, including triage, investigation, resolution, and escalation
* Perform root cause analysis (RCA) and drive permanent fixes in collaboration with development and infrastructure teams
* Monitor system health using tools such as AppDynamics, Splunk, ThousandEyes, and CloudProber
* Proactively identify issues through alert management and monitoring dashboards, minimizing business impact
* Support automation initiatives to improve monitoring, alerting, and operational efficiency
* Work within ITIL processes (Incident, Problem, Change) and maintain accurate documentation in ServiceNow
* Collaborate with business stakeholders and technical teams to provide timely updates and ensure service continuity
* Participate in release support, environment validation, and post-release monitoring
* Required Skills & Experience
* Proven experience in Level 2 Production/Application Support within financial services
* Strong knowledge of Incident Management and Alert Management processes
* Hands-on experience with:
* Monitoring tools: AppDynamics, Splunk, ThousandEyes, CloudProber
* ITSM tools: ServiceNow, Moogsoft
* Technical expertise in:
* SQL Server (querying, troubleshooting)
* Messaging systems (MQ)
* Experience in application monitoring automation and scripting
* Solid understanding of ITIL frameworks and service support models
* Strong analytical, problem-solving, and communication skills
* Experience supporting trading or banking platforms
* Knowledge of event correlation tools (e.g., Moogsoft)
* Exposure to DevOps or SRE practices
* Experience working in 24/7 or shift-based support environments
* Key Attributes
* Proactive and detail-oriented with a focus on service stability
* Ability to perform under pressure in a high-availability financial environment
* Strong stakeholder communication and collaboration skills
If this sounds like a role you would be interested in or if you know someone in this field.
Connect with me or email me at nagamani.y@smartedgesolutions.co.uk
Alternatively, you can call me on Tel: +44(0)203 500 2108.
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