Lead Support Analyst, Shared Services & Production Management Overview • The Lead Support Analyst will oversee shared services and production management for data applications and middleware platforms. • Collaborate with global teams to ensure system reliability and uptime across distributed environments. • Implement ITIL support practices, including Incident, Problem, Change, and Release Management. • Support and maintain big-data platforms and client reference data warehouses. • Perform root cause analysis and implement preventive measures to address system issues. • Develop and maintain production support documentation libraries for operational excellence. • Participate in disaster recovery and business continuity planning exercises. • Leverage programming skills in Java, Python, and SQL for data analysis and reporting. • Drive process improvement and automation initiatives within the support framework. Lead Support Analyst, Shared Services & Production Management Key Responsibilities & Duties • Monitor global deployments and traffic to ensure service availability on middleware platforms. • Respond to system-generated alerts and escalations related to application platform failures. • Collaborate with development teams and business analysts for system enhancements. • Manage support work pipelines and coordinate with global teams for issue resolution. • Perform advanced Linux system administration and optimization for production environments. • Troubleshoot technical issues under pressure using methodical problem-solving skills. • Develop custom tools and scripts for automation and deeper system analysis. • Utilize monitoring tools like Kibana and Grafana for operational reporting and analytics. • Document standards, processes, and procedures for best practices and issue resolution. Lead Support Analyst, Shared Services & Production Management Job Requirements • Bachelor's degree in Computer Science or related technical discipline. • Minimum 7 years of experience with hands-on production or application support. • Advanced Linux system administration expertise, including performance troubleshooting. • Proficiency in shell scripting, SQL, and programming languages like Java and Python. • Strong understanding of messaging middleware architectures and distributed systems. • Experience with containerized environments such as Docker for scalable deployments. • Knowledge of monitoring tools like Kibana and Grafana for operational analytics. • Excellent communication skills to bridge technical and business stakeholder needs. • Commitment to continuous learning and cross-functional knowledge expansion.