Title Application Production Support Analyst
Start Date 2017-10-28
Job Information

Perm Direct Hire End-Client Opportunity

NYC Financial Institution

US Citizens and or Green Card Holders Only

(To Apply Please contact Diane Katz at diane.katz@primesoftinc.com)

The Application Production Support Analyst will be responsible to provide application support with specific focus on Compliance Software application in the Compliance Systems organization. Share the responsibility for performance, reliability and optimization for the application. Function as one of the key contacts for the organization on all production issues during the individuals shift. Expected to develop a high level of expertise on all facets of assigned applications including but not limited to the physical and logical infrastructure associated with assigned application. Will work with application development, database and systems specialists for additional support when required to supplement and expand their knowledge. Expected to lead the analysis of root cause factors that impact the reliability, accuracy and efficiency of assigned application.


  • Incident management – serve as an escalation point of contact for various groups for requests and inquiries to ensure a timely response to business needs and questions regarding the use and capabilities of the assigned application; act as first level support for Compliance Software users and ensure incidents are appropriately logged in the central repository; understanding the system architecture and functionality assess impact of production issues, prioritize them and document possible workarounds; lead the Incident Management process to ensure timely escalation and communication of issues;  

  • Problem management – analyze issues to determine their root cause and work with technical teams to provide solutions with minimal disruption for business operations; document root cause analysis (RCA) and maintain Knowledge Base

  • Facilitate communication between all production support levels and technical teams

  • Manage application capacity and availability – monitor systems health and performance; proactively research and escalate any abnormalities in order to mitigate system issues and/or downtime; Based on the immediate need participate, lead or coordinate troubleshooting efforts to resolve application outage in a timely manner


  • Master’s or Bachelor’s degree   

  • Strong analytical skills and 3-4 years of proven experience in systems analysis, problem management or application support

  • At least basic technical knowledge (e.g. some programming skills, knowledge of SQL, database design, infrastructure)

  • Understanding of Systems Development Life Cycle and ITIL framework

  • Experience with ServiceNow and Splunk is a plus

  • Experience working with a Global team

  • Great communication and organizational skills

  • Fluent English

  • Green Card or US Citizens

(To Apply Please contact Diane Katz at diane.katz@primesoftinc.com)