It production support analyst

Job Description:

Experienced: 2–6 years of experience in IT Service Management, with the ability to quickly acquire functional or technical understanding.

Senior: More than 6 years of experience in IT Service Management, Infrastructure, or as an IT Business Analyst.

Experience in the finance, banking, or insurance industry is preferred.

Academic Requirements

Bachelor’s or Master’s degree in Information Technology, Engineering, or Finance/Banking (with strong IT orientation).

ITIL certification is an advantage.

Required Technical Skills

• Strong IT foundation (application development or infrastructure).
• Understanding or hands-on experience with data feeding tools such as MQ and FTPs.
• Knowledge of SQL (preferably Oracle); able to execute standard queries (SELECT, UPDATE).
• Familiarity with incident and problem management processes, ideally within a regulated industry.
• Experience using IT ticketing systems such as Remedy, ServiceNow, or JIRA, including reporting and analysis.

Key Responsibilities

• Support business operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.
• Manage and resolve technical incidents (both minor and major) in accordance with organizational processes and SLAs.
• Monitor and analyze root causes of production disruptions, and recommend preventive measures to reduce recurrence.
• Perform daily operational checks and functional testing of applications within assigned business areas.
• Maintain clear and consistent communication with business users, IT teams, and operational risk functions.
• Participate in change management and release planning to assess and mitigate potential production risks.
• Coordinate and execute testing and sanity checks during change windows or weekend releases.
• Update and enhance documentation, procedures, and knowledge bases for production-related incidents and resolutions.

Ideal Profile

• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and coordination abilities across technical and business teams.
• Proactive, structured, and able to manage multiple priorities in a dynamic environment.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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