Production Support Analyst

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Anticipated Contract End Date/Length: November 30, 2026
Work set up: Hybrid
Clearance required: BPSS

Our client in the Information Technology and Services industry is looking for a Production Support Analyst to provide Level 2 application and platform support within a fast-paced financial services environment. This role will focus on incident management, proactive monitoring, alert management, troubleshooting, and operational support to ensure the stability, availability, and performance of business-critical systems.

The successful candidate will work closely with infrastructure, development, operations, and business stakeholders to support production environments, improve operational efficiency, and contribute to service reliability initiatives across enterprise platforms.

What you will do:

• Provide Level 2 production and application support for critical enterprise systems and platforms.
• Ensure high service availability and adherence to service level agreements (SLAs).
• Monitor application and platform performance to maintain operational stability and continuity.
• Support business-critical systems within fast-paced and high-availability environments.
• Manage incidents, alerts, and service requests through triage, investigation, resolution, and escalation processes.
• Perform root cause analysis activities and support the implementation of permanent fixes.
• Collaborate with development and infrastructure teams to resolve recurring production issues.
• Proactively identify operational risks and potential service disruptions through monitoring and alert management.
• Monitor system health using tools such as AppDynamics, Splunk, ThousandEyes, and CloudProber.
• Maintain and optimize monitoring dashboards, alerting mechanisms, and operational visibility tools.
• Support release activities, environment validation, and post-release monitoring processes.
• Contribute to operational readiness and production stability initiatives.
• Support automation initiatives to improve monitoring, alerting, and operational efficiency.
• Develop and maintain scripts or automation processes supporting production operations.
• Identify opportunities for process optimization and operational improvements.
• Contribute to service reliability and operational excellence initiatives.
• Work within ITIL-based Incident, Problem, and Change Management processes.
• Maintain accurate operational documentation and ticket management within ServiceNow.
• Support governance, audit, and operational reporting requirements.
• Ensure adherence to established support procedures and operational standards.
• Collaborate with business stakeholders, technical teams, and operational support functions to ensure service continuity.
• Provide timely communication and updates during incidents, escalations, and service interruptions.
• Support cross-functional collaboration across infrastructure, development, and operations teams.
• Build effective working relationships within technical and business environments.

• Proven experience providing Level 2 production or application support within financial services or highly regulated environments.
• Strong understanding of Incident Management and Alert Management processes.
• Hands-on experience with monitoring tools including AppDynamics, Splunk, ThousandEyes, and CloudProber.
• Experience working with ITSM platforms such as ServiceNow and Moogsoft.
• Strong technical knowledge of Windows environments.
• Experience troubleshooting and querying SQL Server environments.
• Familiarity with Microsoft Azure cloud platforms and services.
• Experience supporting messaging systems such as MQ.
• Experience developing or supporting automation and scripting initiatives within operational environments.
• Strong understanding of ITIL frameworks and service support models.
• Experience supporting banking, trading, or financial platforms considered advantageous.
• Knowledge of event correlation tools such as Moogsoft preferred.
• Exposure to DevOps or Site Reliability Engineering (SRE) practices considered beneficial.
• Experience working within 24/7 or shift-based support environments preferred.
• Strong analytical thinking and problem-solving capabilities.
• Excellent communication and stakeholder management skills.
• Ability to work effectively under pressure within high-availability environments.
• Proactive and detail-oriented approach with a strong focus on operational stability and service quality.

All your information will be kept confidential according to EEO guidelines.

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.