Production Support Analyst- Manchester

FDM is a global business and technology consultancy seeking an experienced Production Support Analyst to work for our global financial services client.  The right candidate will coordinate and provide production support activities for applications and databases for software, ensuring operational stability, rapid issue resolution, and continuous improvement. This is initially a 12-month contract with very good prospects to extend and will be a hybrid role that will be based in Manchester.

Responsibilities

• Provides intermediate support of applications and databases for software. Coordinates and executes technical procedures to resolve production issues after evaluation.
• Monitors production systems for alerts, outages, and system issues. Research issues and performs root cause analysis to minimize risk. Implements solutions for issues and appropriate development initiatives.
• Ensures that support requests are resolved within the service level agreements. Communicates statuses and resolutions.
• Writes and updates production support documentation, policies, and procedures.
• Identifies opportunities for improvement and makes recommendations. Assists in implementing changes.
• Establishes and maintains strong working relationships with business partners.
• Participates in special projects and performs other duties as assigned.

• Proficient in Splunk for log analysis, alert investigation, and dashboard creation (or similar tools)
• Working knowledge of Open-Telemetry, including instrumentation, metrics, logs, and distributed tracing
• Familiarity with AWS services and the AWS Management Console (or similar cloud-native platforms)
• Understanding of core AWS components (EC2, S3, CloudWatch, Lambda, etc.)
• Skilled in incident triaging, prioritization, and escalation
• Strong root cause analysis and problem solving abilities
• Experience with ITIL aligned processes (incident, problem, change management)
• Strong written and verbal communication skills
• Ability to translate technical issues for non technical stakeholders
• Experience supporting production environments and operational readiness activities
• Ability to write and maintain runbooks, troubleshooting guides, and knowledge articles
• Familiarity with SQL basics, log analysis, and API troubleshooting
• Experience with ticketing systems such as ServiceNow or Jira

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index. 

Diversity and Inclusion  

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave and work-place pension