Production Support Analyst

Job Title: Production Support Analyst

Duration: 12 Months Contract

Location: Jersey City, NJ 07311

Hybrid role – 2 to 3 days onsite/week

Summary: Support in-house business applications, data pipelines, and infrastructure for middle and back-office functions for derivative trades.

Role Objectives

Ensure continuity of business operations by resolving application issues—whether user-reported or automatically detected—in a timely manner to prevent technology disruption.

Ensure system stability, applying site reliability engineering (SRE) methodologies and operability thinking to improve reliability over time through methodical problem management.

Proactively improve stability by identifying and addressing ambiguous, unstructured issues, and by onboarding systems into long-term support with clear ownership boundaries and durable documentation.

Create dashboards to monitor system components at a glance and generate stability reports.

Eliminate toil, automate operations and monitoring.

Job Description

Address technical and data issues requiring in-depth debugging and expertise in production software applications, often in situations where the problem is not clearly defined or ownership is ambiguous.

Monitor systems to ensure reports are produced on time according to SLA, proactively managing disruptions and incidents by reasoning across applications, data flows, infrastructure, and dependencies (batch, APIs, integrations).

Manage interfaces with upstream data pipelines, connecting signals across systems and using investigative troubleshooting (logs, documents, user inputs) to drive clarity and early detection.

Train users in need of assistance, providing structured communication and audit-safe updates during incidents.

Collaborate with peers and other teams to provide 24x6 support coverage, demonstrating ownership through resolution and comfort operating under SLA and time pressure.

Maintain documentation, runbooks, and incident records in compliance with audit requirements, defining boundaries and creating repeatable support structures for onboarding new systems.

Qualifications and Skills

• 3–5 years of experience in production support or related roles, with demonstrated ability to navigate unstructured problems and drive clarity across teams.

• Incident management and issue analysis to improve support procedures and methods.

• Writing back-end queries (mid-advanced SQL), programming in Python, Perl, PowerShell for monitoring and proactive issue identification.

• Experience in programming languages to enable real-time debugging of application issues and troubleshooting of code.

• Working understanding of regulatory bodies, reports, derivative trades, asset classes, and experience in the financial industry.

• Experience collaborating with business and all involved parties during disruptions to ensure optimal service restoration.

• Exposure to Copilot, Power Automate, or scripting to reduce repetitive effort and improve consistency.

• Experience That Adds Value

• Improving monitoring, reducing noise, and increasing diagnosability for production systems.

• Driving safe technical changes across infrastructure, applications, and batch processes.

• Onboarding systems with clear ownership boundaries and durable documentation.

• Preferred Mindset

• Comfortable operating in ambiguous, high-pressure environments.

• Ownership through resolution, not just escalation.

• Methodical, curious, and collaborative.

• Pay rate: 35-40 USD per Hour Job type: Contract Division: eTeam Inc (US) Category: eTeam United States Reference: 26-36914