Production Support Analyst

4 days ago

Johannesburg, Gauteng, South Africa Metamorph Holdings Full time

Job Summary:

We are seeking a highly motivated and technically proficient Production Support Analyst to join our dynamic IT operations team. This role serves as Second Tier Support, responsible for maintaining the stability and performance of business-critical applications and services. The ideal candidate will have a strong background in API troubleshooting, Networking, scripting, and SQL, with excellent communication skills to interact effectively with internal teams and clients.

Key Responsibilities:

  1. Second Line of Support: Handle escalated issues from Tier 1 support, providing advanced troubleshooting and resolution for complex incidents.
  2. API Troubleshooting: Analyze and resolve issues related to API integrations, including REST and SOAP APIs, authentication, latency, and payloads.
  3. Networking Support: Diagnose connectivity and performance issues, DNS errors, firewall rules, load balancing, and TCP/IP configurations.
  4. Script Development & Automation: Write and maintain scripts (e.g., Bash, Python, PowerShell) for automation, monitoring, and log analysis.
  5. Application Support: Provide ongoing support for Java-based applications; understand application flows and business logic to identify root causes.
  6. Monitoring & Alerts: Monitor system performance and alerts using tools such as Splunk, Datadog, or similar; act promptly to mitigate outages.
  7. Data Analysis: Query databases (SQL) to retrieve, investigate, and analyze data to support troubleshooting and reporting.
  8. JSON Handling: Interpret and manipulate JSON data structures for configuration, logs, and API debugging.
  9. Incident & Problem Management: Log, track, and resolve incidents within SLAs; conduct root cause analysis and create post-mortem documentation.
  10. Collaboration: Work closely with developers, infrastructure, and QA teams to implement fixes and improvements.
  11. Documentation: Create and maintain support documentation, runbooks, and FAQs for knowledge sharing and onboarding.

Required Skills & Experience:

  1. 2–5 years of experience in a Production Support, DevOps, or Application Support role.
  2. Strong hands-on experience with APIs (REST/SOAP) and related debugging tools (e.g., Postman, Swagger).
  3. Solid understanding of networking fundamentals: TCP/IP, DNS, VPN, HTTP/S, proxies, and firewalls.
  4. Proficient in scripting languages: Bash, Python, or PowerShell.
  5. Experience supporting Java applications in production environments.
  6. Strong knowledge of SQL for data extraction and issue analysis.
  7. Familiarity with JSON structure for working with APIs and logs.
  8. Excellent verbal and written communication skills; able to convey technical information to non-technical audiences.
  9. Strong problem-solving skills with a detail-oriented and proactive approach.
  10. Ability to work in a fast-paced and high-availability environment, including on-call rotations if needed.

Preferred Qualifications:

  1. Experience with ITSM tools like ServiceNow, Jira, or Remedy.
  2. Familiarity with cloud platforms (AWS, Azure, or GCP).
  3. Knowledge of CI/CD tools and deployment pipelines.
  4. Understanding of ITIL best practices.
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