Production Support Analyst

Overview:
We are seeking a highly skilled Production Support Analyst with expertise in enterprise integration technologies and incident management. The ideal candidate will have hands-on experience with IBM Datapower, MFT, MQ, Splunk, SQL, and EDI X12, along with strong problem-solving skills to triage and resolve production issues across severity levels (SEV 1 4). This role requires collaboration with cross-functional teams to ensure system stability, timely resolution of incidents, and continuous improvement of support processes.

Key Responsibilities:
Production Support & Monitoring
o Provide 24x7 support for critical applications and middleware platforms (Datapower, MFT, MQ).
o Monitor system health and performance using Splunk and other monitoring tools.
o Perform proactive checks to prevent outages and ensure high availability.
Incident Management
o Lead triage and resolution of SEV 1 4 production issues.
o Log, track, and manage incidents using ServiceNow and Jira.
o Coordinate with development, infrastructure, and business teams to drive timely resolution.
o Document root cause analysis (RCA) and implement preventive measures.
Integration & Data Support
o Manage and troubleshoot EDI X12 transactions and related integration flows.
o Support data transfers via Managed File Transfer (MFT) solutions.
o Work with SQL databases to analyze, query, and resolve data-related issues.
Continuous Improvement
o Identify recurring issues and propose automation or process enhancements.
o Contribute to knowledge base and support documentation.
o Participate in post-incident reviews and suggest long-term fixes.

Required Skills & Experience:
Strong hands-on experience with:
o IBM Datapower administration and troubleshooting
o IBM MQ messaging systems
o Managed File Transfer (MFT) platforms
o Splunk for log analysis and monitoring
o EDI X12 standards and transaction flows
o SQL for data analysis and issue resolution
Proven track record in production support and incident management.
Experience handling SEV 1 4 triage and escalation processes.
Familiarity with ServiceNow and Jira for incident tracking and workflow management.
Excellent communication skills and ability to work under pressure.

Preferred Qualifications:
Experience in financial services, healthcare, or other regulated industries.
Knowledge of ITIL processes and best practices.
Ability to script or automate routine support tasks (e.g., Shell, Python)