Lead Support Analyst, Shared Services & Production Management

Lead Support Analyst, Shared Services & Production Management Overview

• The Lead Support Analyst will oversee shared services and production management for data applications and middleware platforms.
• Collaborate with global teams to ensure system reliability and uptime across distributed environments.
• Implement ITIL support practices, including Incident, Problem, Change, and Release Management.
• Support and maintain big-data platforms and client reference data warehouses.
• Perform root cause analysis and implement preventive measures to address system issues.
• Develop and maintain production support documentation libraries for operational excellence.
• Participate in disaster recovery and business continuity planning exercises.
• Leverage programming skills in Java, Python, and SQL for data analysis and reporting.
• Drive process improvement and automation initiatives within the support framework.

Lead Support Analyst, Shared Services & Production Management Key Responsibilities & Duties

• Monitor global deployments and traffic to ensure service availability on middleware platforms.
• Respond to system-generated alerts and escalations related to application platform failures.
• Collaborate with development teams and business analysts for system enhancements.
• Manage support work pipelines and coordinate with global teams for issue resolution.
• Perform advanced Linux system administration and optimization for production environments.
• Troubleshoot technical issues under pressure using methodical problem-solving skills.
• Develop custom tools and scripts for automation and deeper system analysis.
• Utilize monitoring tools like Kibana and Grafana for operational reporting and analytics.
• Document standards, processes, and procedures for best practices and issue resolution.

Lead Support Analyst, Shared Services & Production Management Job Requirements

• Bachelor's degree in Computer Science or related technical discipline.
• Minimum 7 years of experience with hands-on production or application support.
• Advanced Linux system administration expertise, including performance troubleshooting.
• Proficiency in shell scripting, SQL, and programming languages like Java and Python.
• Strong understanding of messaging middleware architectures and distributed systems.
• Experience with containerized environments such as Docker for scalable deployments.
• Knowledge of monitoring tools like Kibana and Grafana for operational analytics.
• Excellent communication skills to bridge technical and business stakeholder needs.
• Commitment to continuous learning and cross-functional knowledge expansion.