Raymond James is a financial services firm looking for a Production Support Analyst. The role involves translating functional specifications, collaborating with developers, and ensuring system reliability through monitoring and incident management.
Responsibilities
- Draft and maintain comprehensive knowledge base documentation to support efficient resolution of system-generated incidents and promote operational consistency
- Design and implement monitoring solutions to establish performance baselines and proactively alert on anomalies across critical applications and infrastructure
- Perform systematic evaluations of alerts routed to the Command Center, identify opportunities for workflow optimization and cross-functional rerouting
- Analyze key performance indicator (KPI) reports to detect patterns in system-generated incidents and assess service level agreement (SLA) compliance
- Create effective reports to deliver actionable insights on system health, incident trends, operational performance to stakeholders, supporting data-driven improvements
- Collaborate with cross-functional teams to ensure seamless integration of monitoring tools and incident management workflows across enterprise systems
- Support and enhance system dashboards to provide real-time visibility into infrastructure health, application performance, and operational metrics
- Serve as a subject matter expert (SME) for Command Center operations, providing guidance on best practices, tool utilization, and incident queue triage protocols
- Develop an understanding of external financial industry developments and emerging issues related to the role
- Advance personal and professional capabilities through structured development plans, ongoing training, mentorship, and alignment with industry best practices
Skills
- Bachelor's: Computer and Information Science, High School (HS) (Required)
- General Experience - 13 months to 3 years
- Proficiency in configuring and managing enterprise monitoring tools (e.g., Splunk, Datadog, Dynatrace) to detect anomalies and ensure system reliability
- Skilled in drafting and maintaining clear, structured knowledge base articles and operational procedures
- Ability to analyze KPIs, SLA metrics, and incident trends to produce actionable insights and support operational decision-making
- Understanding of incident lifecycle processes, including triage, escalation, resolution, and documentation using ITSM platforms like ServiceNow
- Experience creating and enhancing real-time dashboards for infrastructure and application performance monitoring
- Proven ability to work effectively with infrastructure, application, and support teams to streamline workflows and improve system integration
- Excellent verbal and written communication skills to convey technical concepts to diverse audiences and document operational insights
Company Overview
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