NewWave HQ

Production Support Analyst

Job ID 2020-1586


The role supports a variety of technical services in support of applications and infrastructure. In this role the candidate will be involved in the fulfillment of IT Service Management (ITSM) processes. The Production Support Analyst will collaborate with individuals across many professional roles and teams, including help desk vendors, Development, Operations and client infrastructure teams to react to and resolve software and infrastructure issues in order to maintain a robust production environment and meet user needs.


  • Coordinate Production system upgrades and Production deployments including weekends
  • Provide on-call support to coordinate and assist in resolution of Production issues.
  • Help to define and continually improve production support procedures.
  • Interact with infrastructure, release management, change management, application development, QA, DBA and other support teams.
  • Provide regular status reports to management on application status and other metrics.
  • Collaborate with management to improve and customize reports related to production support.
  • Prioritize issues raised and resolve them accordingly.
  • Coordinate escalation and resolution of major service issues.
  • Report promptly to management and business partners regarding critical outages until resolution.
  • Assist in driving operations excellence for applications and infrastructure
    • Support delivery teams in their release activities
    • Tier 3 technical support for incidents
    • Be available (on call) for incident escalation
    • Engage in resolution critical Production situations
  • Monitor existing application and infrastructure environments
    • Gain end-to-end knowledge of systems and dependencies
    • Monitor end-to-end production business flows
  • Execute environment management
    • Maintain operations knowledge of the platforms, technologies, and applications within system vertical.
    • Coordinate technology upgrades with vendors/partners, including planning and scheduling, testing, and coordination
    • Proactively conduct monitoring of the platforms and systems and react appropriately to alerts
  • Experience with and ability to manage multiple tasks simultaneously


  • Bachelor's degree in a technical discipline
  • Knowledge and experience in production support in software delivery environment
  • Knowledge of complex application environments and how to support them.


Residency Requirement

  • Must have lived in the United States at least 3 out of the last  5 years.

FSLA Status

  • Exempt

Interpersonal Skills

  • Excellent interpersonal, verbal and written communication, and organizational skills - must be able to communicate fluently in English both verbally and in writing
  • Facts and data oriented.
  • Deadline and closure oriented.
  • Self-driven.
  • Strong analytical and organizational skills.
  • Demonstrated ability to work with cross functional teams including senior level individuals.
  • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

NewWave is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.   NewWave is a proud Veteran friendly employer. 







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