Technical Support Analyst - 26-10821

Job Description

Job Description

Job Title: Technical Support Analyst
Location: Newark, DE – Onsite
Duration: 12+ Months
Job Overview

We are seeking a Technical Support Analyst to support production operations by managing the intake, triage, tracking, and resolution of production issues. The role will also contribute to incident management, testing activities, workflow optimization, and maintaining production support documentation.

The ideal candidate will have strong analytical and problem-solving skills, excellent communication abilities, and experience working with production support or incident management processes.

Key Responsibilities

• Receive, log, validate, and categorize incoming production support requests.
• Triage issues based on type, severity, priority, and established routing procedures.
• Assign tickets to the appropriate technical or business teams.
• Monitor ticket progress to ensure timely updates, escalations, and resolutions.
• Manage incidents throughout their complete lifecycle, from initial triage through closure.
• Communicate effectively with stakeholders and end users during high-impact incidents.
• Identify issues requiring backlog items, enhancement requests, or defect creation.
• Participate in User Acceptance Testing (UAT) and regression testing to validate fixes.
• Collaborate with testing and project teams to align production issues with release management processes.
• Document recurring issues, root-cause findings, known errors, and workarounds.
• Maintain an accurate and accessible Production Support Knowledge Base.
• Analyze incident trends and identify recurring issues requiring further investigation.
• Ensure ticket management follows established SLA requirements and procedures.
• Work closely with Project Managers, Business Analysts, and Operations teams to clarify production issues and support validation activities.

Required Qualifications

• Proven experience in incident management, production support, technical support, or a related field.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience troubleshooting and coordinating resolution of production issues.
• Familiarity with UAT and regression testing practices.
• Ability to prioritize multiple incidents and requests in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to work effectively both independently and collaboratively.

Preferred Qualifications

• Experience with incident management tools and workflows.
• Experience working with ticketing or ITSM platforms.
• Knowledge of SLA management, escalation procedures, and release management.
• Experience maintaining technical knowledge bases.
• Familiarity with defect tracking and software development lifecycle processes.