Senior Production Support Analyst

Khonology is a digital services and technology engineering company. Our teams build modern, scalable, and resilient solutions that enable our clients to operate, innovate, and grow. We are seeking a Senior Production Support Analyst to join our technology team, for a 12 moth engagement - supporting critical systems. This is a hands-on senior technical role suited to an experienced professional who thrives in high-pressure, SLA-driven environments and has a strong understanding of financial markets systems and operations. You will act as a technical escalation point within the support function, ensuring system stability, driving root cause analysis, and implementing long-term improvements while working closely with business stakeholders, IT teams, and external vendors. Key Responsibilities • Take ownership of complex production incidents, driving resolution through to root cause analysis and permanent fix implementation • Act as a senior technical escalation point for the support team (Junior and Intermediate Analysts) • Manage and optimise incident, problem, and change processes in line with SLA and governance requirements • Perform deep root cause analysis (RCA) and implement preventative measures • Develop and maintain advanced SQL • Ensure all system changes are properly governed and documented • Engage with business stakeholders and provide technical guidance • Liaise with external vendors to resolve system-related issues • Monitor End-of-Day batch processes and resolve failures • Participate in release and deployment handovers • Drive continuous improvement initiatives • Maintain documentation, knowledge base, and runbooks • Ensure compliance with IT governance and best practices Minimum Requirements • 5–8+ years experience in Production/Application Support for complex systems • Proven experience in Capital Markets / Investment Banking / Global Markets (essential) • Advanced SQL skills and experience with reporting tools • Strong understanding of incident, problem, and change management processes • Experience with ticketing tools such as Jira • Ability to manage high-impact incidents in SLA-driven environments Key Competencies • Strong analytical and problem-solving skills • High attention to detail and accuracy • Ability to work independently and under pressure • Strong stakeholder communication skills • Excellent time-management and organisational skills • Big-picture thinking and continuous improvement mindset