Production Support Analyst

Job description

Production Support & Application AnalystRemote/local employment only (Philippines) About ECLARO ECLARO is an award-winning professional services firm headquartered in New York City with operations across the U.S., Canada, UK, Ireland, Australia, and the Philippines. We help organizations solve complex business challenges through strategic staffing, outsourcing, and technology solutions while fostering innovation, automation, and continuous improvement. Role OverviewWe are looking for a proactive and detail-oriented Production Support & Application Analyst to join our growing Production Support team. In this role, you will play a critical part in ensuring the stability, performance, and reliability of enterprise applications that support day-to-day business operations. You will work closely with business users, developers, infrastructure teams, and data teams to troubleshoot issues, perform root cause analysis, and drive timely resolution of production incidents. This is an excellent opportunity for someone who enjoys problem-solving, working in fast-paced environments, and making a direct impact on business operations. What You’ll DoManage and prioritize the production support queue, ensuring incidents and service requests are resolved within agreed timelinesTroubleshoot application and data-related issues across enterprise systemsPerform SQL queries and data analysis to investigate production concerns and validate fixesConduct root cause analysis and recommend preventive solutions to minimize recurring issuesCollaborate with development, infrastructure, and business teams to restore services and improve system performanceCommunicate issue status, risks, and resolutions clearly to both technical and non-technical stakeholdersCreate and maintain support documentation, knowledge articles, and standard operating proceduresIdentify opportunities for process improvement, automation, and operational efficiencySupport incident, problem, and change management activities aligned with ITIL best practices What We’re Looking For2–4 years of experience in Production Support, Application Support, IT Operations, or similar rolesStrong SQL skills with hands-on experience in troubleshooting, data analysis, and validationExperience working with ITSM tools such as ServiceNow, Ivanti, or similar platformsStrong analytical thinking and problem-solving skills in complex environmentsAbility to independently manage tasks and prioritize multiple issues effectivelyExcellent communication and documentation skillsExperience collaborating with cross-functional technical and business teams Nice to HaveExperience supporting enterprise applications such as ERP, CRM, or other business-critical systemsFamiliarity with reporting and analytics tools such as Power BIUnderstanding of ITIL processes including Incident, Problem, and Change ManagementExposure to production monitoring and operational support environments Why Join ECLARO?Work with global clients and enterprise-scale applicationsBe part of a collaborative and high-performing technology teamGain exposure to complex production environments and cross-functional projectsOpportunity to contribute to process improvements and operational excellenceCareer growth in a dynamic and supportive organization EducationBachelor’s degree in information systems, Computer Science, Business, or a related field — or equivalent practical experience. Who Succeeds in This Role We’re looking for someone who is:Self-motivated and proactiveDetail-oriented with a strong sense of ownershipComfortable working in fast-paced production environmentsCollaborative and solution-drivenPassionate about delivering reliable support and continuous improvement