Join to apply for the Production Support Analyst role at Newton Vision Co. Newton Vision Corp is a US-based consulting company with deep experience in business process reengineering, optimization, and digital transformation. We are expanding our Shared Service Center, and you can be a part of the exciting products and projects we are engaged in building. Please read all the requirements before applying! Job Summary: We are seeking a detail-oriented and proactive Production Support Analyst to join our team. The ideal candidate will be responsible for monitoring, troubleshooting, and resolving application issues while ensuring seamless business operations. This role requires strong analytical skills, problem-solving abilities, and excellent communication to interact effectively with clients, development teams, and other stakeholders. Key Responsibilities: Issue Triage & Resolution: Call clients and triage reported issues promptly. Analyze logs, replicate issues in lower environments, and diagnose root causes. Work with Quality Assurance (QA) and Development (Dev) teams to understand issue impact, priority, and resolution timelines. Communicate findings and resolutions effectively to clients and stakeholders. Draft outage communications during system-wide outages and provide timely updates. Send emails and update users regarding ongoing incidents and resolutions. Ensure appropriate escalation procedures are followed to minimize downtime. Client Support & Coordination: Collaborate with clients to understand reported issues and provide timely resolutions. Ensure high levels of customer satisfaction through clear and effective communication. Required Skills & Qualifications: Experience in log analysis, debugging, and issue replication. Ability to work cross-functionally with QA, Development, and client teams. Familiarity with IT service management (ITSM) processes and ticketing tools. Experience with database queries, scripting, or automation is a plus. Knowledge of SQL highly desirable. Knowledge of distributed architecture is a must. Knowledge of Postman or similar tools highly desirable. We offer: Indefinite term contract direct with a US company. Competitive salary according to experience. Birthday off. 3 weeks of paid vacation. Remote Work. Bonus opportunities based on benchmarks and goals. If you are a proactive problem solver with a passion for ensuring system stability and client satisfaction, we encourage you to apply for this exciting opportunity! Seniority level Mid-Senior level Employment type Full-time Job function Analyst, Consulting, and Customer Service Industries IT Services and IT Consulting, IT System Custom Software Development, and IT System Data Services #J-18808-Ljbffr