IT Production Support Analyst

• Familiarity with incident and problem management processes, ideally within a regulated industry.

• Experience using IT ticketing systems such as Remedy, ServiceNow, or JIRA, including reporting and analysis.

Key Responsibilities

• Support business operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.

• Manage and resolve technical incidents (both minor and major) in accordance with organizational processes and SLAs.

• Monitor and analyze root causes of production disruptions, and recommend preventive measures to reduce recurrence.

• Perform daily operational checks and functional testing of applications within assigned business areas.

• Maintain clear and consistent communication with business users, IT teams, and operational risk functions.

• Participate in change management and release planning to assess and mitigate potential production risks.

• Coordinate and execute testing and sanity checks during change windows or weekend releases.

• Update and enhance documentation, procedures, and knowledge bases for production-related incidents and resolutions.

Ideal Profile

• Strong analytical and problem-solving skills with attention to detail.

• Excellent communication and coordination abilities across technical and business teams.

• Proactive, structured, and able to manage multiple priorities in a dynamic environment.

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