Production Services Analyst
Department: Technology
Employment Type: Full Time
Location: Belfast
Reporting To: Stephen Fraser
Description
As a Production Service Analyst at Reward, you will be deeply involved in solving problems on both the technical and client side of our applications. You’ll own the investigation of production incidents to find the root cause and work with other engineering teams to resolve them.
Key Responsibilities
* Providing Level 2 support across Reward production systems.
* Troubleshooting applications across AWS, Postgres, and MySQL.
* Managing issue tickets from initial investigation and triage to remediation and fix.
* Monitoring operational health and performance of production applications.
* Incident management, root cause analysis, and advising remediating fixes.
* Providing operational support and reporting for internal and external stakeholders.
* Maintaining production support documents.
* Participating in production planning and accepting new applications to production support.
* Supporting companywide certification for PCI and ISO27001 compliance.
Skills Knowledge and Expertise
* 3+ years of experience in a technical production support role or application testing role.
* 3+ years of experience in supporting web applications.
* 2+ years of relational database experience (SQL, Postgres, or something similar).
* An effective and articulate communicator who can communicate clearly and concisely to key stakeholders, adjusting style to the audience (verbally and in writing).
* An aptitude for problem-solving with an analytical mind.
* Highly adept at anticipating consequences and opportunities.
* Confident in understanding and identifying problems and well-versed in classifying, prioritising, and documenting problems and their causes, as well as implementing remedies/offering solutions.
* Highly organised with good time management skills to prioritise deadlines effectively.
* Confident and composed in dynamic environments, and able to maintain a positive, solutions-focused approach.
* Demonstrate professionalism when handling challenges, ensuring clients feel supported and reassured at all times.
* Excellent abilities in MS Office, particularly Excel, Word and PowerPoint.
Benefits
* Annual Leave: 25 days + bank holidays.
* Company holiday: 3 additional days off between Christmas & New Years.
* Ability to buy and sell holiday days as well as the ability to bank days (tenure dependent).
* Flexible working options: we are operating a hybrid working model with 3 days a week from the office.
* Pension: Hargreaves Lansdown – 6% matched contribution.
* Employee share scheme.
* Generous family friendly cover.
* Private healthcare - Bupa.
* Income protection.
* Critical illness cover.
* Life insurance cover.
* Dental cover.
* Optical cover.
* Yulife app for access to employee wellbeing and discounts.
* Perks at Work, cashback/discount shopping site.
* Employee referral scheme.
* Salary sacrifice program which includes cycle to work scheme, electric car scheme and season ticket loans.
* Volunteering program.
* Company events i.e. Christmas party, all-company event and other social/hosted events during the year (we have an active social committee!).
* Team socials.
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