Sr. Production SupportAnalyst Position Available In Essex, New Jersey

Sr. Production SupportAnalyst Spectraforce Technologies United States, Jersey, ark Jun 17, 2025
Job Title

• Sr. Production Support Analyst Duration
• 12 Months (Contract to Hire) Location
• ark, NJ (Hybrid)

Job Description:

We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.

Key Responsibilities:

Incident Management and Resolution:

Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates
Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions
Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs)
Coordinate resolution and follow ups with dependencies outside immediate team
Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base

Team Leadership and Coordination:

Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing
Foster a strong ownership mindset within the team, ensuring accountability for system health and stability
Monitoring and Alerting
Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues
Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams
Process and Documentation
Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures
Establish best practices for incident response, including communication templates and decision frameworks

Stakeholder Communication:

Serve as the primary point of contact for production issues affecting client experiences
Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
Continuous Improvement
Identify patterns in recurring incidents and partner with development teams to implement permanent fixes
Drive initiatives to enhance system reliability, scalability, and performance.

Qualifications and Skills:

Proven experience in a production support leadership role for client facing applications
Strong understanding of incident management frameworks
Proficiency in troubleshooting application, database, and infrastructure issues
Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc
Familiarity with incident management platforms such as ServiceNow
Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakehodlers
Excellent problem solving skills and a calm, solution-focused approach under pressure
Experience working in AWS
Familiarity with CI/CD pipelines and release management processe Preferred Skills Background in software development or scripting for automation
Previous experience in the financial services industry
Success Metrics

MTTA:

Mean time to acknowledge

MTTR:

Mean time to resolve
Stakeholder satisfaction with incident communication
Knowledge base usage rate and coverage
Number of issues handed over to

L1/L2, EMKT

teams
Measure of system identified vs user reported alerts and trends over time
Enhancements and alerts requested
Minimize of user reported incidents
Measure incidents resolved with L1/L2 without app support team
Reduction in resolution times due to documented processes