Technical Analyst - Production Support (5-10 yrs)

We are looking for a Production Support Technical Analyst to join our financial services team. In this critical role, you will be responsible for ensuring the continuous operation and stability of our financial transaction processing platform. You will work closely with internal teams to monitor, troubleshoot, and resolve issues related to our payment solutions. Your ability to quickly address and resolve technical issues will ensure that our platform remains reliable, scalable, and secure, delivering seamless payment experiences for our clients and users.

Key Responsibilities :

- Production Support : Provide timely and efficient technical support for HelixBeat's financial transaction processing platform, ensuring uninterrupted service availability.

- Issue Resolution : Proactively monitor, troubleshoot, and resolve production issues related to financial services, payment gateways, and transaction processing systems.

- Incident Management : Act as the first line of defense for production issues, managing incidents from detection through resolution and ensuring minimal impact on operations.

- System Monitoring : Continuously monitor system health, transaction flows, and performance metrics to identify potential issues and ensure operational excellence.

- Collaboration : Work with cross-functional teams, including development, operations, and quality assurance, to address system bugs, updates, and new feature deployments.

- Root Cause Analysis : Perform root cause analysis for recurring incidents and collaborate with development teams to implement long-term fixes.

- Documentation : Maintain and update technical documentation for standard operating procedures, system configurations, and troubleshooting guides.

- Customer Support : Provide technical assistance to clients and business stakeholders, addressing inquiries and resolving issues related to the platform's functionality.

- Compliance : Ensure all operational processes and changes comply with relevant financial regulations (e.g., PCI-DSS, SOX) and industry best practices.

- System Configuration & Deployment : Assist with deploying system updates, patches, and new releases to ensure minimal disruption to production environments.

Required Skills and Qualifications :

- Education : Bachelor's degree in Computer Science, Information Technology, Finance, or a related field (or equivalent work experience).

- Experience : Minimum of 3 years of experience in production support, IT support, or technical analysis within the financial services, fintech, or payment processing industry.

Technical Skills :

- Proficiency in SQL and databases (e.g., MySQL, PostgreSQL, SQL Server).

- Experience with cloud platforms (e.g., AWS, Azure, GCP).

- Experience with system monitoring tools (e.g., New Relic, Splunk, Datadog).

- Familiarity with financial industry regulations (e.g., PCI-DSS, SOX, GDPR).

- Scripting experience (e.g., Python, Shell, PowerShell) for automation tasks.

- Familiarity with ticketing and incident management tools (e.g., ServiceNow, Jira, PagerDuty).

- Problem-Solving : Strong troubleshooting and analytical skills, with the ability to quickly identify root causes and implement solutions for complex issues.

- Communication : Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders.

- Teamwork : Strong interpersonal and collaboration skills, with the ability to work effectively with cross-functional teams.

- Attention to Detail : High attention to detail and accuracy in troubleshooting and resolving issues.

- Financial Services Knowledge : Understanding of payment processing, banking systems, and financial regulations is highly preferred.

Preferred Qualifications :

- Experience in financial services, specifically within the insurance domain.

- Experience in e-commerce portals with a focus on the insurance domain.

- Experience with containerization and orchestration tools (e.g., Docker, Kubernetes).

- Knowledge of Agile methodologies or experience with DevOps practices.

- ITIL certification or experience with IT service management best practices.