Production Support Analyst

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:
• Windows environments
• SQL Server (querying, troubleshooting)
• Azure cloud platforms
• 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
• Desirable
• 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.