Production Support Analyst

Who we are

Vault is a non-bank private lending company offering a wide array of financial services such as mortgage, equipment leasing and lending products. Vault has a devoted team of experts with years of experience in both financial services and real estate. We deliver products and services that meet our borrowers' diverse needs quicker and easier than traditional sources!

We are seeking a dedicated Production Support Analyst to ensure the stability, reliability, and smooth day-to-day operation of our enterprise systems and data platforms.

In this role, you will monitor production environments, troubleshoot system and data-related issues, manage support tickets, and collaborate with development, infrastructure, and business teams to deliver timely incident resolution. You will play a key part in maintaining service quality, supporting deployments, and helping identify opportunities for operational improvement.

Key Responsibilities

• System Monitoring & Job Management:
  Monitor daily system operations and maintain scheduled jobs to ensure smooth and uninterrupted processing across production environments.
• Issue Troubleshooting & Escalation:
  Troubleshoot basic system, application, and data-related issues, performing initial diagnosis and escalating to appropriate teams when necessary.
• Ticket & SLA Management:
  Manage and update support tickets through their lifecycle, ensuring timely resolution within defined Service Level Agreements (SLAs).
• User Support:
  Assist users with data-related inquiries and basic system issues, providing clear and timely responses.
• System Administration:
  Perform routine system administration and operational support tasks to maintain the health and availability of production environments.
• SQL & Data Analysis:
  Write and run basic SQL queries to retrieve data and support production issue analysis and reporting.
• Incident Resolution & Root Cause Analysis:
  Support incident resolution activities and assist with root cause analysis under guidance to prevent recurrence of issues.
• Documentation:
  Maintain accurate and up-to-date technical and user documentation, including runbooks, procedures, and knowledge base articles.
• Cross-functional Collaboration:
  Collaborate with internal teams (development, infrastructure, business users) to investigate, troubleshoot, and resolve production issues.
• Secure File Transfers:
  Assist with file transfers using secure methods such as SFTP or FTPS, ensuring data integrity and adherence to security standards.
• Deployment & Change Management:
  Support deployment activities and follow established change management processes to ensure controlled and reliable releases.
• Continuous Improvement:
  Participate in system monitoring and help identify potential operational improvements, automation opportunities, and process enhancements.

Qualifications

Experience:

• 2+ years of experience in a production support, application support, or operations
• Working knowledge of SQL and ability to write basic queries against relational databases (e.g., SQL Server, Oracle, PostgreSQL).
• Experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, Remedy) and familiarity with SLA-driven support.
• Exposure to job scheduling and monitoring tools (e.g., Autosys, Control-M, Airflow, or similar).
• Familiarity with secure file transfer protocols such as SFTP and FTPS.
• Understanding of incident, problem, and change management processes (ITIL awareness is a plus).
• Basic knowledge of Linux/Unix and Windows environments, including common command-line operations and log analysis.
• Exposure to cloud platforms (AWS or Azure) and scripting languages (e.g., Python, Shell) is a plus.

Key Competencies

• Operational Mindset: Strong attention to detail with a focus on stability, reliability, and timely issue resolution.
• Problem-Solving: Analytical approach to troubleshooting system, application, and data-related issues.
• Communication: Clear written and verbal communication skills for engaging with users, technical teams, and business stakeholders.
• Collaboration: Comfortable working across development, infrastructure, and business teams to drive resolution.
• Ownership & Accountability: Takes responsibility for assigned tickets and tasks, ensuring follow-through and quality outcomes.
• Adaptability: Thrives in a dynamic production environment, including rotational on-call or shift-based coverage when required. Prior experience in banking or financial services is a plus.

Education

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field (or equivalent practical experience).

Preferred Certifications (Nice to Have):

• ITIL Foundation
• Cloud certifications: AWS Certified Cloud Practitioner or Azure Fundamentals.
• Database or SQL-related certifications are a plus.

Why Join Us

• Opportunity to shape the enterprise architecture of a forward-thinking organization and work with other top professionals in adjacent fields.
• Work in a dynamic, innovative environment with access to cutting-edge tools and technologies – your team will be entrepreneurial, creative, and the type of people that will enable you to do your best work.
• A learning-oriented culture where you will have access to mentorship and many opportunities to learn new skills that ill be valuable to your future career.
• Competitive salary, comprehensive benefits, and opportunities for professional growth.
• Flexible work environment with a focus on work-life balance.

We thank all interested candidates, however, due to the volume of applications received, only those candidates selected for interviews will be contacted.

Vault is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, Vault will provide reasonable accommodation during the recruitment and selection process. Should you require accommodation, please advise the recruitment team.