Production Support Analyst

Production Support Analyst Job#: 3047138

Job Description:

Production Support Analyst

Location:

Richmond, Virginia (Partial Remote - 3 days onsite, 2 Remote)

Role Overview We are seeking a Production Support Analyst to serve as a first-line support resource for a high-volume Data Transaction Services platform. This position is responsible for managing secure file transfers between internal application teams, external clients, and banking systems. The role involves acting as the initial point of contact for client-facing and internal transmission issues, including failed file transfers, connectivity problems, password resets, application alerts, and file replays within a dynamic production support environment that handles a high volume of tickets.

Key Responsibilities Serve as the first point of contact for clients and internal application teams experiencing transmission or platform issues.

Monitor production systems, Sterling GIS queues, application alerts, and Splunk logs to identify issues.

Triage failed file transfers by reviewing error messages, logs, connectivity, authentication, and application issues.

Resolve common incidents such as file failures, credential resets, file replays, and basic connectivity problems.

Perform base-level Unix troubleshooting to support production file transfer workflows.

Provide status updates to business users, external clients, and internal teams while managing escalations.

Create, update, and document incident tickets in a ticketing system, including root cause and troubleshooting steps.

Exhaust standard triage and troubleshooting steps before escalating to Level 2 or engineering teams.

Required Qualifications Experience in a production support, service desk, application support, command center, or operations role where troubleshooting and ticket ownership were required.

Professional communication skills in a client-facing or internal support environment.

Problem-solving ability to investigate issues, identify root causes, and follow standard procedures.

Basic understanding of secure file transfer concepts and protocols such as SFTP, FTP, FTPS, and SSH.Base-level Unix/Linux experience, including navigating systems and reviewing logs.

Basic networking troubleshooting knowledge, including connectivity, ports, VPNs, and firewalls.

Experience using ticketing tools such as ITSM Remedy.

Ability to review logs and error messages in Splunk or similar monitoring tools.

Preferred Qualifications

Experience with IBM Sterling Gentran Integration Suite or other Managed File Transfer (MFT) platforms like Connect:

Direct, Axway, Go Anywhere MFT, or MOVEit.

Previous experience in DTS, MFT, banking data transmission, or financial services production support.

Knowledge of AS2, PGP encryption, and other secure transmission or encryption concepts.

Prior experience in a helpdesk or command center environment.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process.  for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help.

You can access our privacy policy at Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other…