Role : Production Support Analyst

Fulltime

W2 ONLY

Production Operations and Platform Support

Requisition Overview

Seeking a Production Support Analyst to help ensure the stable, secure, and reliable operation of production and non-production technology environments supporting Credit Union Solutions. This role provides hands-on operational support across AIX and Windows platforms, certificate installations and renewals, service account maintenance, approved software installations and removals, scripting automation, incident response, change validation, and production readiness activities.

The ideal candidate is a disciplined technical support professional who understands the importance of production stability, operational controls, timely communication, and repeatable support procedures in a regulated financial technology environment.

What You Will Do

• Provide production support for applications, services, and infrastructure components running on IBM AIX and Microsoft Windows Server platforms.
• Triage and resolve incidents involving operating system behavior, application services, batch processing, connectivity, certificates, permissions, access, software packages, file movement, and job execution.
• Support planned maintenance activities, including certificate updates, software lifecycle remediation, service account changes, access reviews, operating system coordination, and post-change validation.
• Install, update, validate, and remove approved software components in accordance with change management, security, and technology asset management requirements.
• Perform certificate installation and renewal tasks, including coordination with certificate owners, validation of trust chains, expiration tracking, and post-install application verification.
• Maintain application and operational service accounts, including password rotation support, entitlement validation, access cleanup, impact assessment, and coordination with identity and privileged access management teams.
• Create and maintain scripts that automate repeatable support processes, including health checks, log collection, deployment preparation, configuration validation, file movement, certificate inventory checks, and exception reporting.
• Participate in incident bridges, production issue triage, root cause analysis, post-incident reviews, and corrective action tracking.
• Develop and maintain runbooks, standard operating procedures, implementation plans, rollback steps, validation checklists, and knowledge articles.
• Collaborate with application development, QA, infrastructure, cybersecurity, change management, release management, service desk, and business operations teams to ensure production changes are controlled, documented, tested, approved, and supportable.

What You Will Need To Have

• Three or more years of experience in production support, application support, systems administration, infrastructure operations, or a related technology support role.
• Hands-on experience supporting IBM AIX environments, including command-line navigation, file permissions, process management, logs, scheduled jobs, shell scripts, package awareness, and coordination with Unix engineering teams.
• Hands-on experience supporting Microsoft Windows Server environments, including services, event logs, scheduled tasks, permissions, certificate stores, PowerShell execution, and server validation activities.
• Experience performing certificate installation, renewal, troubleshooting, and validation activities in enterprise environments.
• Experience supporting service account maintenance, including account usage analysis, password rotation coordination, access governance, entitlement validation, and operational impact assessment.
• Experience installing, removing, or validating approved software packages in controlled enterprise production environments.
• Working knowledge of scripting languages such as PowerShell, Bash, Korn shell, Python, or equivalent languages used to automate support, validation, and reporting tasks.
• Strong troubleshooting skills, including the ability to analyze logs, isolate symptoms, validate hypotheses, document findings, and communicate status clearly.
• Experience working with incident management, change management, problem management, knowledge management, and ticketing workflows.
• Ability to participate in after-hours maintenance windows and on-call support rotations as required.

What Would Be Great To Have

• Bachelor s degree in Computer Science, Information Technology, Information Systems, Engineering, or equivalent practical experience.
• Experience supporting financial services, fintech, banking, credit union, or other regulated production environments.
• Familiarity with ITIL practices, including incident, problem, change, release, configuration, and knowledge management.
• Experience supporting hosted applications, batch processing, file transmissions, client-facing systems, or multi-environment deployment models.
• Experience with vulnerability remediation, technology asset lifecycle activities, unsupported software remediation, audit evidence preparation, or security baseline validation.
• Familiarity with certificate lifecycle tools, privileged access management tools, identity governance processes, and enterprise security controls.
• Experience using ServiceNow or similar IT service management platforms, monitoring tools, log review utilities, secure file transfer tools, and source-controlled scripts.

Core Competencies

• Production Ownership: Operates with a production-first mindset focused on availability, recoverability, security, and client impact.
• Technical Problem Solving: Applies structured troubleshooting methods and documents findings clearly.
• Change Discipline: Follows approved change, access, and technology asset management processes before making production-impacting updates.
• Automation Mindset: Identifies opportunities to reduce manual effort through scripts, reusable checks, and repeatable procedures.
• Communication: Provides concise, factual, and audience-appropriate updates during incidents, changes, maintenance windows, and remediation efforts.
• Control Awareness: Maintains evidence, runbooks, validation results, and support documentation needed for operational readiness and audit support.

Work Environment and Expectations

• Work in a controlled production environment where accuracy, communication, documentation, and adherence to process are essential.
• Support both planned maintenance and unplanned incident response, including occasional off-hours work based on production needs.
• Partner across distributed teams and communicate effectively with technical and non-technical stakeholders.
• Protect sensitive information and follow security, access, change, and data handling requirements.
• Contribute to continuous improvement by identifying recurring issues, runbook gaps, automation opportunities, and operational risk reduction actions.