Sr. Production Support Analyst
Spectraforce
Newark, New Jersey
a day ago
Job Description
Job Title-: Sr. Production Support Analyst
Duration-: 12 Months (Contract to Hire)
Location-: Newark, NJ (Hybrid)
Job Description:
We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.
Key Responsibilities:
About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $75.00/hr.
Duration-: 12 Months (Contract to Hire)
Location-: Newark, NJ (Hybrid)
Job Description:
We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.
Key Responsibilities:
- Incident Management and Resolution:
- Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates
- Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions
- Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs)
- Coordinate resolution and follow ups with dependencies outside immediate team
- Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base
- Team Leadership and Coordination:
- Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing
- Foster a strong ownership mindset within the team, ensuring accountability for system health and stability
- Monitoring and Alerting
- Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues
- Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams
- Process and Documentation
- Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures
- Establish best practices for incident response, including communication templates and decision frameworks
- Stakeholder Communication:
- Serve as the primary point of contact for production issues affecting client experiences
- Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
- Continuous Improvement
- Identify patterns in recurring incidents and partner with development teams to implement permanent fixes
- Drive initiatives to enhance system reliability, scalability, and performance.
- Proven experience in a production support leadership role for client facing applications
- Strong understanding of incident management frameworks
- Proficiency in troubleshooting application, database, and infrastructure issues
- Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc
- Familiarity with incident management platforms such as ServiceNow
- Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakehodlers
- Excellent problem solving skills and a calm, solution-focused approach under pressure
- Experience working in AWS
- Familiarity with CI/CD pipelines and release management processe
- Background in software development or scripting for automation
- Previous experience in the financial services industry
- Success Metrics
- MTTA: Mean time to acknowledge
- MTTR: Mean time to resolve
- Stakeholder satisfaction with incident communication
- Knowledge base usage rate and coverage
- Number of issues handed over to L1/L2, EMKT teams
- Measure of system identified vs user reported alerts and trends over time
- Enhancements and alerts requested
- Minimize of user reported incidents
- Measure incidents resolved with L1/L2 without app support team
- Reduction in resolution times due to documented processes
About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $75.00/hr.