Production Support Analyst

2 weeks ago


Boston, United States Gardner Resources Consulting Full time

The Production Support Analyst will provide 24/7 L2 Production Support in an onshore-offshore model, analyzing and resolving production issues/tickets.
As the primary technical resource, the analyst will work in rotating shifts and be on-call as needed, handling technical issues independently with a proactive and flexible approach.
High-level responsibilities include troubleshooting batch events in Informatica, Unix, and SAP; analyzing recurring problems; deploying code; recommending solutions in collaboration with external teams; and enhancing support processes through documentation and monitoring improvements.

Responsibilities:

• Support the production support team and manage work assignments.
• Design and implement process improvements.
• Identify and execute remediation tasks to reduce production incidents.
• Interact with business users for requirement clarification and incident resolution.
• Provide workaround solutions for production batch issues.
• Assign, track, and verify ticket resolutions.
• Perform root cause analysis and implement permanent fixes.
• Ensure compliance with corporate standards, policies, and regulations (SOX, PHI, PII).
Must Haves:

• 8+ years of experience in production support/maintenance in an onshore-offshore model.
• 8+ years of hands-on experience with:

• Unix/Linux shell scripting
• PL/SQL
• Informatica 10.4 (Power Center)
• SQL Developer/Toad, Putty
• Rally
• Control-M Scheduling
• Teradata SQL Assistant
• Teradata Viewpoint
• Release/Deployment
• Operational Readiness
• Production Governance

• Basic understanding of application development/architecture, change management, and incident/problem management is a plus.
• Experience analyzing performance trends and recommending process improvements to meet SLAs.



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