Production Support Analyst

Job Role- Production Support Analyst

Location- Dallas

Salary Range- 60k to 70k

Job Description

Production Support Analyst (L1/L2)
The Production Support Analyst (L1/L2) is an entry-level role designed to build strong foundational capabilities in application support, incident management, and operational excellence. The individual will work under guidance to support live production systems, ensuring high availability and quick resolution of issues.

Key Responsibilities
1. Training & Learning
Participate in structured training programs covering:

ITIL fundamentals (Incident, Problem, Change Management)
Production support processes and tools (ticketing systems like ServiceNow, monitoring tools)
Basics of application architecture, databases, and APIs
Unix/Linux basics and SQL fundamentals

Learn support workflows including incident triaging, escalation, and SLA adherence.

2. Incident Management (L1/L2 Support)

Monitor production systems and dashboards for alerts/issues
Perform initial L1 triage and categorization of incidents
Resolve routine and known issues using SOPs/Runbooks
Escalate complex issues to L2/L3 teams with proper analysis
Ensure adherence to SLA/OLA timelines

3. Application & System Support

Provide end-to-end support for applications in production environment

Assist in troubleshooting issues related to:

Application availability
Batch failures
API/service issues
Database queries

Perform basic fixes such as:

Restarting services
Log analysis
Data validation

4. Monitoring & Alert Handling

Work with monitoring tools (AppDynamics, Splunk, Dynatrace, etc.)
Analyze alerts and take proactive action
Identify recurring issues and support problem management activities

5. Documentation & Knowledge Management

Follow and update runbooks, SOPs, and knowledge articles
Maintain detailed incident logs and resolution steps
Contribute to improving support documentation

6. Shift & Production Environment Discipline

Work in a 24/7 support model (rotational shifts)
Show ownership of incidents until closure
Maintain high responsiveness during critical incidents

Qualification and Specialization

Graduate in Computer Science, IT, Engineering, or related field

Basic understanding of:

SQL / databases
Python, AWS
Operating systems (Linux/Windows)
Application architectures

Strong interest in production support / operations roles

Good analytical and troubleshooting skills

Strong communication skills and willingness to work in shifts

Unique Experience from this Role

Real-time experience in live production environments (BFSI systems)
Exposure to enterprise monitoring and incident management tools
Opportunity to work on high availability, mission-critical systems
Hands-on experience in L1/L2 support operations
Strong foundation in ITIL processes and support frameworks
Career progression into L2/L3 Support, SRE, DevOps roles

Learning Outcomes
By the end of the program, the individual will be able to:

Handle L1/L2 production support responsibilities independently
Perform incident triaging, troubleshooting, and resolution
Analyze logs, alerts, and system behavior effectively
Work in a 24/7 support environment with SLA accountability
Transition confidently into a Production Support Engineer / Application Support Analyst role