Production Support Analyst

L2 Production Support Analyst Finance Ops

Job Description:

We are looking for a reliable and detail-oriented Operations Analyst L2 Support to join our team. This role is responsible for monitoring scheduled jobs, handling production support channels, and managing ServiceNow tickets. The candidate will play a key role in ensuring the stability of financial operations, especially during month-end activities.

Key Responsibilities:

• Ensure all scheduled jobs are running as per defined timelines and resolve any job failures.

• Monitor production support channels and ServiceNow tickets; ensure timely resolution or proper routing to the appropriate squad.

• Take ownership of L2 support issues and coordinate with relevant teams for resolution.

• Actively participate in month-end close activities to ensure smooth operations.

• Maintain effective communication with key end users and SMEs, especially during month-end critical dates.

• In case of any issues during month-end, gather key impact details such as:

  • Materiality of the issue

  • Impacted accounts

  • Affected business processes

• Provide timely updates and escalations as needed to ensure minimal business disruption.

• Contribute to process improvements and documentation for recurring issues.

Requirements:

• Experience in L2 production support or IT operations, preferably within a financial or ERP environment.

• Familiarity with job scheduling tools and incident/ticket management systems like ServiceNow.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills for effective coordination with business and technical teams.

• Experience working in month-end close cycles or financial operations is a plus.

• Ability to work under pressure and manage priorities during critical periods.

Experience Level

Mid Level