Production Support and Quality Analyst

JOB SUMMARY:

A versatile IT Support & Quality Analyst to join our technical operations team. This unique role bridges the gap between traditional IT Support and Software Quality Assurance. Responsible for managing the end-to-end lifecycle of technical incidents—from initial analysis and SQL-based troubleshooting to ensuring that system fixes meet our quality standards through rigorous testing.

The ideal candidate thrives in an ITIL-driven environment and possesses the analytical mindset required to query databases and document complex workflows.

KEY RESPONSIBILITIES:

Incident Management & Support (ITIL Framework)

• Act as the primary point of contact for technical escalations, following ITIL best practices for Incident and Problem Management.
• Perform deep-dive root cause analysis (RCA) for recurring technical issues to improve system stability.
• Manage the full ticket lifecycle within Jira ...