Production Support Analyst

Lead I - Production Support

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

The Production Support Analyst is a vital role focused on ensuring the reliability, stability, and performance of enterprise systems and applications. This position demands technical expertise in monitoring, troubleshooting, and optimizing diverse platforms while providing swift resolution to production issues.

 

The Opportunity:

·       Tidal Job Monitoring: Oversee and ensure smooth execution of scheduled jobs, addressing failures promptly.

·       Monitor and manage s, agents, and pre-adjudication processes to prevent system disruptions.

·       Proactively monitor these applications to ensure data integrity and process continuity.

·       Provide OTVM Monitoring Support for high-availability environments.

·       Conduct Latency and Throughput Monitoring to ensure optimal performance.

·       Adjudication and Payment Support:

·       Support adjudication processes, including troubleshooting issues and validating outputs.

·       Provide Recon and Audit Controls Execution to maintain data accuracy and compliance.

·       Post-Maintenance and Deployment Validation:

·       Perform validation checks after maintenance, patching, deployments, or upgrades to ensure system functionality.

·       Generate Audit Evidence Packages and support audit requirements with proper documentation.

·       Conduct Performance Tuning to enhance system efficiency.

·       Utilize tools like Precise, SSRS, and Tableau for monitoring and reporting system performance metrics.

·       Manage Adhoc Manual Drop Requests, ensuring timely and accurate data processing.

·       Provide support for Nightly Loads and Job Operations.

·       Troubleshoot system issues, perform recovery actions, and support SWAT teams during outages.

·       Run Root Cause Analysis (RCA) and track preventative and corrective actions.

·       Develop and manage Internal Corrective Action Plans and preventative action tracking to avoid recurrence of issues.

·       Maintain and update Standard Operating Procedures (SOPs) for production processes.

·       Create Incident Analysis Reports and deliver performance updates to stakeholders.

·       Participate in TOC SWAT and Internal SWAT calls during critical incidents.

·       Act as a liaison between development, operations, and business teams to resolve issues collaboratively.

·       Utilize tools such as Tidal, SNOW, Informatica, SQL Server, Oracle SQL Developer, Tableau, SSRS, SSIS, and PEGA for job monitoring, troubleshooting, reporting, and process automation.

 

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What You Need:

·       Bachelor’s degree in computer science, Information Technology, Engineering, or a related field. A master’s degree or certifications in relevant technologies (e.g., Informatica, Tableau, or Tidal) is an added advantage.

·       5+ years of experience in production support with a focus on monitoring, troubleshooting, and optimizing large-scale enterprise systems.

·       Proven expertise in managing and monitoring Tidal job scheduling systems for efficient batch processing and troubleshooting failures.

·       Hands-on experience with Tidal, Informatica, SQL Server, Oracle SQL Developer, Tableau, SSRS, and SSIS for job monitoring, data analysis, and reporting.

·       Proficiency in SNOW (ServiceNow) for incident and change management workflows.

·       Expertise in Microsoft Suite for documentation and communication, ensuring streamlined operational processes.

·       Knowledge of PEGA for process automation and business rule management.

·       Proficiency in performance tuning and optimization using tools such as Precise.

·       Familiarity with application and job monitoring for Edifecs and EIDS applications.

·       Strong troubleshooting skills to identify and resolve system bottlenecks, job failures, and process inefficiencies.

·       Experience in conducting Root Cause Analysis (RCA) and developing preventative and corrective action plans.

·       Excellent communication skills to coordinate with cross-functional teams, participate in SWAT and TOC calls, and relay technical findings to business stakeholders effectively.

·       Demonstrated ability to perform operational validation post-maintenance, patching, deployment, and upgrades.

·       Familiarity with disaster recovery (DR) processes and executing audit evidence packages.

·       Ability to manage Adhoc Manual Drop Requests

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $81,000-$123,000

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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