Production Support Analyst (Hybrid Glastonbury CT)

Tsunami Tsolutions•Glastonbury, CT

5d•Hybrid

About The Position

Tsunami Tsolutions is seeking a Production Support Analyst who enjoys solving application and data problems, working directly with clients, and turning each resolution into clearer knowledge for the team. This role provides Tier 1 support for Maintenix, EData+, and related service-management tools while protecting data integrity, service commitments, security, and a consistent client experience. The Production Support Analyst owns routine issues from intake through confirmation of resolution and is expected to resolve approximately 70–80% of assigned requests before escalation. When deeper expertise is required, the Analyst provides Tier II and other technical resources with clear analysis, supporting evidence, and reproduction details.

Requirements

High school diploma or GED.
Strong interpersonal, listening, written communication, and client-service skills.
Strong analytical, research, troubleshooting, and problem-solving ability, with high attention to detail and an appropriate sense of urgency.
Ability to explain technical information clearly to users with different levels of technical knowledge.
Sound judgment in protecting sensitive information, maintaining accurate records, and following security, quality, and compliance procedures.
Ability to work collaboratively, adapt to changing priorities and technologies, and provide rotational after-hours support when assigned.

Nice To Haves

One or more years of experience using Microsoft Excel.
One or more years of experience using SQL and Microsoft SQL Server.
Two or more years of experience in a professional, government, aerospace, defense, or enterprise environment.
Experience with configuration management, aircraft or engine maintenance data, application support, helpdesk, or technical support, including YouTrack, ServiceNow, or a comparable platform.
Experience with batch processing, scripting, data validation, reporting tools, knowledge articles, test evidence, SOPs, or troubleshooting documentation.

Responsibilities

Manage helpdesk calls, emails, database inquiries, and YouTrack tickets; work directly with clients to clarify needs, communicate status and next steps, and confirm resolution.
Troubleshoot Maintenix and related application, navigation, access, data, and business-process issues using approved procedures and tools.
Investigate discrepancies, implement approved routine corrections, and escalate complex, high-impact, recurring, or security-sensitive issues with complete analysis and evidence.
Test software connected to reported issues and perform full or targeted Formal Qualification Review (FQR) testing using approved procedures and acceptance criteria.
Administer EData+ access only after required authorization, identity validation, segregation-of-duties checks, and documentation are complete.
Maintain complete ticket records, client-interaction notes, resolution evidence, knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
Partner with supervisors, specialists, process owners, and the Sustainment Process and Data Analyst to resolve issues and improve support processes.
Use approved automation and AI tools while meeting all security, privacy, quality, human-review, and client requirements.