IT Production Support Analyst

Corpay

2d•Hybrid

About The Position

Corpay is currently looking to hire an IT Production Support Analyst. This position is preferably based in Walsall, with Swindon and Meriden as alternative locations. In this role, you will be responsible for supporting and maintaining production environments, managing incidents, and ensuring the reliability, stability, and availability of critical business systems. You will work closely with Engineering, Infrastructure, Support, and Business teams to deliver operational excellence and minimise service disruption.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
Minimum 12 months' experience supporting production systems, particularly business-critical processes.
Understanding of ITIL processes and service management principles.
Experience using SQL for investigation, analysis, and troubleshooting.
Familiarity with monitoring and observability tools such as Dynatrace.
Strong analytical and problem-solving skills, with the ability to assess complex information.
Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Proven ability to work collaboratively across teams, build strong working relationships, and contribute to service improvement initiatives.
Proactive and well-organised, with the ability to prioritise workloads, manage multiple tasks, and remain calm under pressure during high-priority incidents.
Methodical approach to work, strong attention to detail, and a continuous improvement mindset focused on enhancing processes and services.
Willingness to participate in an on-call rota and work a shift pattern between 07:00 and 19:00.

Responsibilities

Monitor and maintain production environments, ensuring issues are identified, investigated, and resolved promptly.
Manage and progress high-priority incidents, minimising business impact and restoring service as quickly as possible.
Perform routine operational checks, enhancing monitoring and automation to proactively identify potential issues.
Respond to alerts from multiple monitoring sources, determining appropriate actions and engaging relevant teams when required.
Provide initial triage of production and user-reported issues, ensuring they are routed to the appropriate resolution teams.
Analyse complex issues using multiple information sources, identify trends and root causes, and raise defects through established ITIL processes.
Own incidents through to resolution, coordinating with stakeholders and technical teams while providing clear and timely updates.
Create data and file remediation scripts under Change Management controls where required.
Contribute to Change Management, Knowledge Management, and Continuous Improvement activities.
Maintain accurate documentation and knowledge articles to support operational excellence and knowledge sharing.
Identify recurring issues and drive root cause analysis.
Participate in a scheduled on-call rota to support production systems outside of standard business hours, responding to incidents and ensuring timely resolution of critical issues.
Work on a shift pattern covering 07:00 to 19:00 to ensure effective service coverage.