Production Support Analyst – Payments

About the role

We are looking for a motivated Production Support Analyst to join our payment hyper‑care team. You will ensure the stability, integrity and performance of critical payment systems while working with global stakeholders in a fast‑paced environment.

Key responsibilities

• Collaborate with business and technical partners across regions to align on issue resolution.
• Act as the technical point of contact for clients, providing timely updates via Symphony and other official channels.
• Monitor end‑to‑end payment flows using ITRS Geneos and Grafana dashboards, identifying and escalating potential issues.
• Analyse the full payment lifecycle, troubleshoot incidents and hand‑off to higher‑level support when needed.
• Identify trends, drive improvement initiatives and contribute to production stability.
• Create and maintain clear documentation for processes, issue resolutions and system knowledge.

Required profile

• Strong hands‑on experience with SQL and SQL Developer.
• Proficiency with MongoDB and Compass.
• Experience with monitoring tools such as ITRS Geneos and Grafana.
• Familiarity with ITSM ticketing tools, preferably ServiceNow.
• Excellent written and verbal communication skills for both technical and non‑technical audiences.
• Proven analytical ability to diagnose complex technical issues.
• Self‑motivated, able to take ownership and perform under pressure.

Required skills

• SQL
• SQL Developer
• MongoDB
• Compass
• ITRS Geneos
• Grafana
• ServiceNow
• Outlook
• Microsoft Teams
• PL/SQL
• Oracle
• MSSQL
• Python
• Linux
• Cloud concepts
• SWIFT/ISO 20022
• PCI DSS