Production Support Analyst

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 Raymond James provides a range of investment banking services focused on the telecommunications and communications sectors. It was founded in 1962, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is