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What is Production Support?

Posted on 23/06/2015 by

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Ryan is one of our existing Alumni who works as a Production Support Analyst on site at a global investment bank. We asked Ryan to provide a description of the job he performs. Here's his response...    

A Production Support Analyst is responsible for maintaining and supporting the systems and applications used by specific sets of users within an organisation. This could include anything from infrastructure, through to front office, trade booking and informational systems. To maintain stability and reliability, daily checks and routines must be carried out to ensure the applications are RfB – ready for business. Since these systems are critical to the proper functioning of the business in their own way they must be functional for the entirety of the working day. The main aim of the team is to keep the show on the road (KSOR)!

The role demands a high amount of awareness and to be constantly looking out for problems that could arise in an attempt to minimize their impact. When an incident inevitably does occur, it must be recorded, investigated and resolved in a speedy and efficient manner, which requires strong analytical skills and the ability to focus and function in a high pressure environment. A keen mind for problem solving is essential as a lot of detective work must be carried out to diagnose the root cause of these incidents. Once this has been addressed, actions must be sprung off of the back of this to make the necessary changes or patches to provide some improvement.

Another vital part of any support role is the ability to communicate effectively with a variety of people working in different geographic locations and many different areas of the business. Other support colleagues may be located across different time zones and a high level of transparency must be present so that everybody stays in the loop. A close relationship is also maintained with the development teams to discuss new and additional functionality that is required by the users and to work on code changes to remove bugs.

A support analyst is effectively the front face of the application and provides the first line of contact to the users. They are responsible for monitoring and alerting, along with major incident management and implementing changes to the production environment. All this together brings a great deal of exposure to new people and ideas, helping greatly with improving and expanding your skill set and all round ability.

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