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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20,000 - £25,000
Sector: IT Support  
Type: Permanent
Posted: 08/07/2019
Production Support Analyst Ronald James Group 2018-10-18

Responsibilities include (but are not limited to):

  • Provide technical and application support to the 24x7 operation (on a rota basis) of the production environment ensuring that Service Delivery meets the required standard.
  • Deliver professional 2nd-3rd line application support for middleware and integration systems, performing in-depth root cause analysis or request fulfilment
  • Drive excellence in application monitoring, log mining and performance tuning.
  • Identify opportunities for more effective use of resource across the operations, 2nd Line and 3rd line support teams through co-operation, knowledge sharing, optimum allocation of tasks
  • Produce high quality support documentation and diagrams on collaborative platforms e.g. Wiki
  • Investigate and prioritise requests for support raised by business users. 
  • Investigate root cause and impact of incidents and escalate to 3rd line support and management where appropriate.  
  • Ensure all investigations and work undertaken is logged in a timely and comprehensive manner.
  • Monitor progress of requests for support and ensure users and other interested parties are kept informed.
  • Document and implement work rounds and revised procedures for both Application Support and Operations teams.
  • Complete regular tasks to ensure system availability and follow up exceptions accordingly.
  • Ensure correct procedures are followed and SLAs achieved when progressing tasks and that procedures and checklists are kept up to date.
  • Focus on completing work within agreed timescales and reducing any downtime and operational impact
  • Adhere to appropriate departmental and company procedures and policies: change control, security, auditing, release promotion, configuration management, incident management
  • Change Implementation
  • Participate in the planning and implementation of software and configuration changes to the live environment in accordance with release instructions, agreed service impacts and timescales.
  • Work alongside project teams (analysts, developers, testers and implementation managers) during software release.
  • Work with the operations team to ensure changes are implemented and handed over appropriately and ensure updates are made to operational procedures.

Qualifications and Experience


  • 5+ years of experience as an Application/Production Support Analyst or similar role.
  • Experience in a Windows based 24/7 environment including 1st/2nd line support
  • Experience in writing and using transact-SQL queries
  • Experience in an low latency, high volume application support role, administering, configuring & maintaining some of the following multi-tier environment:
  • OpsView (Nagios)
  • MS SQL/Windows
  • XML
  • Splunk
  • Scripting/coding experience in Python or Powershell.
  • A logical approach and ability to think outside the box when problem solving and the flexibility to work in a fast changing 24/7 operational support environment
  • Bachelor’s degree in Information Systems, Computer Science or equivalent technical discipline.
  • Ability to deal with both technical and non-technical staff and all levels of management
  • Excellent organisational, interpersonal skills
  • A great communicator


  • Proven experience with several of the following
  • Oracle
  • .NET
  • Firewalls
  • Internet security
  • SOAP
  • HTML
  • Java Frameworks
  • IIS Server knowledge 
  • Experience in the financial sector, ideally involving payment processing
  • Experience of working in a high pressure environment where system functionality has a direct effect on the bottom line.
  • Understanding of transaction processing systems, preferably with some exposure to electronic point of sale and ATMs
  • Knowledge of ITIL (the IT Infrastructure Library) for service management

Additional Information 

  • This role provides 24/7 out of hours support on a rota basis.

  • Flexibility with working outside of core business hours at short notice

Could this be the role for you?

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