Production Support Analyst

job summary:
We are seeking a Production Support Analyst to provide operational and technical support for trading and investment systems. This role works directly with traders and portfolio managers to troubleshoot issues, monitor systems, and ensure smooth daily operations in a fast-paced, high-pressure environment.

Key Responsibilities

Provide real-time production support for trading applications and investment systems

Monitor alerts, chat channels, and phone lines to triage and resolve incidents (7 AM - 6 PM coverage, rotating shifts)

Troubleshoot application and system issues, coordinating with internal teams and external vendors as needed

Communicate clearly with business users, including traders and portfolio managers, during time-sensitive incidents

Participate in incident management and escalation processes

Contribute to documentation and knowledge sharing across systems and workflows

Support and initiate project-based work, process improvements, and automation opportunities during non-support hours

Required Qualifications

2-5 years of experience in production/application support or similar technical role

Robust troubleshooting skills with the ability to think critically and solve unfamiliar problems

Experience with monitoring and support tools (e.g., SQL/PostgreSQL, logging/monitoring platforms such as Honeycomb or similar)

Basic understanding of application architecture and system workflows

Robust verbal communication skills with the ability to clearly articulate issues under pressure

Ability to maintain composure and professionalism in high-stress, time-sensitive environments

Preferred Qualifications

Experience in financial services or investment management (especially trading environments or fixed income systems)

Exposure to working with traders or front-office stakeholders

Combination of technical and business knowledge

Work Environment

Fast-paced, trade floor support environment with direct interaction with business users

Rotational monitoring responsibilities (a few hours daily)

Opportunity for independent project work and professional development

Contract role through end of year, with potential for extension or conversion

An engaging production support role in a fast-paced, high stakes environment servicing some of the most demanding clients at Client.

Job Description:

CRITICAL TIER ROLE - 5 DAYS IN OFFICE ON THE FIG TRADE FLOOR. FUND ACCESS PERSON DESIGNATION.

Imagine working on a team responsible to ensure the data, applications, and systems which enable the management of over $2T in assets are ready for the Fixed Income Trading desk on a daily basis.

The FIG Run Org is a global team acting as the first line of defense to protect the full value stream of the Fixed Income trade life cycle.

We support Index and Active Mutual Funds, Money Market Funds, and ETFs offered across the globe.

We work with Front, Middle, and Back Office partners in the Business and IT including Portfolio Managers and Traders, Operational Risk and Investment Risk Managers, Investment Data and Investment Operations teams, and Full-stack development teams who support the Investment Management Group (IMG).

We work with a broad set of technologies including AWS (S3, EC2, ECS, EMR, Lambda, CloudWatch) Splunk, Honeycomb, SQL, PostgreSQ, Axway Decision Insight, ServiceNow, Tableau, UIPath, and Power Automate. In addition, we support many legacy systems plus some of the most recognized platforms in the financial services industry including Blackrock Aladdin, Charles River OMS, InvestorTools CreditScope, NeoXam, Bloomberg, MarketAxess, TradeWeb, FedNet, and many more.

Primary duties include but are not limited to monitoring and triaging incidents in real-time, batch process monitoring to ensure timely and accurate completion, writing SQL queries to analyze and fix data, assisting with customized UI configurations and report generation requests, researching application and environment failures, and creating customized python scripts to enhance the trade desk's ability to analyze risk and make buy/sell decisions.

If you'd like to work in an environment with high visibility and impact, partner across the globe with Business and IT, and work across many platforms in some of the latest technologies on the market, while playing a critical role in our client's investment success then this may be the role for you.

The ideal candidate will bring a passion for learning about Investment Management and new technologies, be comfortable working in ambiguous situations, be open to share what they've learned with the team and not be afraid to jump in and investigate issues for the desk with little information or documentation to start. Additionally, a Robustteam player, with a "can do" attitude and desire to make the team robust through proactive and candid communication in a psychologically safe manner is a must.

location: Scottsdale, Arizona
job type: Contract
salary: $56.33 - 61.33 per hour
work hours: 8am to 5pm
education: Bachelors

responsibilities:

Key Responsibilities

• Provide real-time production support for trading applications and investment systems
• Monitor alerts, chat channels, and phone lines to triage and resolve incidents (7 AM - 6 PM coverage, rotating shifts)
• Troubleshoot application and system issues, coordinating with internal teams and external vendors as needed
• Communicate clearly with business users, including traders and portfolio managers, during time-sensitive incidents
• Participate in incident management and escalation processes
• Contribute to documentation and knowledge sharing across systems and workflows
• Support and initiate project-based work, process improvements, and automation opportunities during non-support hours

Core Responsibilities

1. Provides intermediate support of applications and databases for software. Coordinates and executes technical procedures to resolve production issues after evaluation.

2. Monitors production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Implements solutions for issues and appropriate development initiatives.

3. Ensures that support requests are resolved within the service level agreements. Communicates statuses and resolutions.

4. Writes and updates production support documentation, policies, and procedures.

5. Identifies opportunities for improvement and makes recommendations. Assists in implementing changes.

6. Establishes and maintains Robustworking relationships with business partners.

7. Participates in special projects and performs other duties as assigned.

qualifications:
Core Responsibilities

1. Provides intermediate support of applications and databases for software. Coordinates and executes technical procedures to resolve production issues after evaluation.

2. Monitors production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Implements solutions for issues and appropriate development initiatives.

3. Ensures that support requests are resolved within the service level agreements. Communicates statuses and resolutions.

4. Writes and updates production support documentation, policies, and procedures.

5. Identifies opportunities for improvement and makes recommendations. Assists in implementing changes.

6. Establishes and maintains Robustworking relationships with business partners.

7. Participates in special projects and performs other duties as assigned.

Qualifications

- Minimum of three years related work experience, with at least one year of Information Technology experience.

- Undergraduate degree or equivalent combination of training and experience. Degree in Computer Science or Management Information Systems preferred.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.