Senior Production Support Analyst

Khonology is a digital services and technology engineering company. Our teams build modern, scalable, and resilient solutions that enable our clients to operate, innovate, and grow.

We are seeking a Senior Production Support Analyst to join our technology team, for a 12 moth engagement - supporting critical systems. This is a hands-on senior technical role suited to an experienced professional who thrives in high-pressure, SLA-driven environments and has a strong understanding of financial markets systems and operations.

You will act as a technical escalation point within the support function, ensuring system stability, driving root cause analysis, and implementing long-term improvements while working closely with business stakeholders, IT teams, and external vendors.

Key Responsibilities

• Take ownership of complex production incidents, driving resolution through to root cause analysis and permanent fix implementation

• Act as a senior technical escalation point for the support team (Junior and Intermediate Analysts)

• Manage and optimise incident, problem, and change processes in line with SLA and governance requirements

• Perform deep root cause analysis (RCA) and implement preventative measures

• Develop and maintain advanced SQL

• Ensure all system changes are properly governed and documented

• Engage with business stakeholders and provide technical guidance

• Liaise with external vendors to resolve system-related issues

• Monitor End-of-Day batch processes and resolve failures

• Participate in release and deployment handovers

• Drive continuous improvement initiatives

• Maintain documentation, knowledge base, and runbooks

• Ensure compliance with IT governance and best practices

Minimum Requirements

• 5–8+ years experience in Production/Application Support for complex systems

• Proven experience in Capital Markets / Investment Banking / Global Markets (essential)

• Advanced SQL skills and experience with reporting tools

• Strong understanding of incident, problem, and change management processes

• Experience with ticketing tools such as Jira

• Ability to manage high-impact incidents in SLA-driven environments

Key Competencies

• Strong analytical and problem-solving skills

• High attention to detail and accuracy

• Ability to work independently and under pressure

• Strong stakeholder communication skills

• Excellent time-management and organisational skills

• Big-picture thinking and continuous improvement mindset