Production Support Analyst

Production Support & Application Analyst

Remote/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 Overview

We 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 Do

• Manage and prioritize the production support queue, ensuring incidents and service requests are resolved within agreed timelines
• Troubleshoot application and data-related issues across enterprise systems
• Perform SQL queries and data analysis to investigate production concerns and validate fixes
• Conduct root cause analysis and recommend preventive solutions to minimize recurring issues
• Collaborate with development, infrastructure, and business teams to restore services and improve system performance
• Communicate issue status, risks, and resolutions clearly to both technical and non-technical stakeholders
• Create and maintain support documentation, knowledge articles, and standard operating procedures
• Identify opportunities for process improvement, automation, and operational efficiency
• Support incident, problem, and change management activities aligned with ITIL best practices

What We're Looking For

• 2–4 years of experience in Production Support, Application Support, IT Operations, or similar roles
• Strong SQL skills with hands-on experience in troubleshooting, data analysis, and validation
• Experience working with ITSM tools such as ServiceNow, Ivanti, or similar platforms
• Strong analytical thinking and problem-solving skills in complex environments
• Ability to independently manage tasks and prioritize multiple issues effectively
• Excellent communication and documentation skills
• Experience collaborating with cross-functional technical and business teams

Nice to Have

• Experience supporting enterprise applications such as ERP, CRM, or other business-critical systems
• Familiarity with reporting and analytics tools such as Power BI
• Understanding of ITIL processes including Incident, Problem, and Change Management
• Exposure to production monitoring and operational support environments

Why Join ECLARO

• Work with global clients and enterprise-scale applications
• Be part of a collaborative and high-performing technology team
• Gain exposure to complex production environments and cross-functional projects
• Opportunity to contribute to process improvements and operational excellence
• Career growth in a dynamic and supportive organization

Education

Bachelor'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 proactive
• Detail-oriented with a strong sense of ownership
• Comfortable working in fast-paced production environments
• Collaborative and solution-driven
• Passionate about delivering reliable support and continuous improvement