Production Support - Analyst

Location:  Pune - Hybrid Employment Type : Permanent    About the Role We are looking for a Production Support Analyst to join our Capital Markets Production Support team supporting Global Markets Back Office Operations , with a focus on Derivatives Settlements and Post-Trade Processing . This role is ideal for professionals who are passionate about application support, production operations, and financial technology. The successful candidate will be responsible for monitoring production applications, performing first-level troubleshooting, managing support tickets, and ensuring timely resolution or escalation of production issues. The role provides an excellent opportunity to build expertise in Investment Banking, Production Support, and IT Service Management while working with global business and technology teams. Key Responsibilities Production Monitoring & Application Support Monitor business-critical production applications to ensure service availability and operational stability. Perform routine application health checks, production sanity validation, and operational monitoring. Monitor scheduled batch jobs using enterprise scheduling tools such as Control-M or AutoSys and report failures promptly. Identify production issues through alerts, monitoring tools, and user-reported incidents. Perform initial troubleshooting and escalate issues to senior support teams when required. Incident & Service Management Log, categorize, prioritize, and track incidents using enterprise ITSM tools such as ServiceNow, Remedy, or GSD. Follow ITIL best practices for Incident Management, Service Request Management, and Change Management. Ensure incidents are updated regularly with accurate information and resolved within agreed Service Level Agreements (SLAs). Participate in production bridge calls and support incident resolution activities. Assist in maintaining incident documentation and operational records. Operational Support Support production releases, maintenance activities, role swaps, server restarts, and deployment validations. Perform post-release verification and production health checks. Execute routine operational tasks according to documented procedures and standard operating guidelines. Assist in Disaster Recovery (DR) testing and production readiness activities. Maintain operational documentation, support checklists, and knowledge articles. Collaboration & Continuous Improvement Work closely with senior Production Support engineers, Development, Infrastructure, Database, and Business Operations teams. Communicate production issues and status updates clearly to internal stakeholders. Participate in shift handovers to ensure seamless support across global teams. Contribute to process improvements and knowledge-sharing initiatives. Continuously enhance technical and business domain knowledge. Technical Responsibilities Perform basic troubleshooting across Unix/Linux and Windows environments. Execute SQL queries for data validation and basic analysis under guidance. Review application logs and monitoring dashboards to identify operational issues. Support batch processing, file transfers, and production housekeeping activities. Assist with deployment support using Jenkins, Git, and JIRA as part of the release process.