Production Support Analyst

Role Title: Production Support Analyst Location: Manchester - Hybrid - 60% Office, 40% Remote Rate: £410p/d via Umbrella Duration: 30/11/2026 Role Description 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. Key Responsibilities 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. #J-18808-Ljbffr