About the job

• We are seeking a highly skilled and detail-oriented Production Support Analyst with a blend of business analyst and Testing expertise. The ideal candidate will be responsible for ensuring the quality and reliability of our products while also engaging in production and business analysis to drive process improvements and strategic decision-making.
• The ITIL (Information Technology Infrastructure Library) framework is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. It provides a systematic approach to IT service management, ensuring that IT services are delivered efficiently and effectively.
• Service Strategy: This stage focuses on defining the perspective, position, plans, and patterns for a service provider to execute its business strategy.
• Service Design: This stage involves designing IT services, along with the governing IT practices, processes, and policies, to realize the service provider’s strategy.
• Service Transition: This stage focuses on transitioning new or changed services into the live environment, ensuring that they meet the expectations of the business.
• Service Operation: This stage is concerned with the effective and efficient delivery and support of IT services.
• Continual Service Improvement: This stage focuses on aligning and realigning IT services to changing business needs by identifying and implementing improvements to IT services that support business processes.

Responsibilities:

• Production Responsibilities
• Production Support: Provide technical support for production environments. Troubleshoot and resolve production issues in a timely manner.
• Deployment Management: Coordinate and manage product deployments and releases, ensuring minimal disruption to production services.
• System Monitoring: Monitor production systems for performance, availability, and security. Implement proactive measures to prevent potential issues.
• Incident Response: Act as the first point of contact for production incidents. Implement incident response protocols and ensure effective communication with stakeholders.
• Documentation: Maintain thorough documentation of production processes, configurations, and incident reports.
• Business Analyst Responsibilities
• Requirement Gathering: Collaborate with stakeholders to gather and document detailed business requirements and specifications.
• Process Analysis: Analyze existing business processes and identify opportunities for improvements and efficiency gains.
• Solution Design: Work with cross-functional teams to design and implement effective solutions that meet business needs.
• Stakeholder Communication: Facilitate communication between technical and non-technical stakeholders, ensuring clear understanding and alignment.
• Reporting and Analytics: Develop and deliver reports and dashboards to provide insights into business performance and project progress.
• Quality Assurance (QA)/Testing Responsibilities
• Test Planning and Execution: Develop comprehensive test plans, test cases, and test scripts. Execute manual and automated tests to ensure product quality and performance.
• Bug Identification and Management: Identify, document, and track defects and inconsistencies. Work closely with the development team to resolve issues promptly.
• Regression Testing: Conduct regression testing to ensure that new features and enhancements do not adversely affect existing functionalities.
• Performance and Load Testing: Perform performance and load testing to validate product scalability and reliability under different conditions.
• Quality Metrics: Define and track quality metrics to measure the effectiveness of QA processes and identify areas for improvement.
• Compliance and Standards: Ensure that products meet industry standards, regulatory requirements, and company policies.

Knowledge, Skills and Experience:

• At least 2 years of Data & Analytics experience.
• Strong knowledge and at least 2 years of experience in Agile and Scrum frameworks.
• At least 2 years of Azure DevOps, AWS suite, QuickSight and other relevant technologies.
• Minimum 1 years of Global Markets experience.
• At least 2 years of Testing experience.

Qualification:

• Degree in Computer Science or similar.