Technical Support Analyst

Job Description

We are looking for a Technical Support Analyst for a long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness

• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines

• Monitor ticket progress to ensure timely updates, escalations, and resolutions

• Manage incidents throughout their lifecycle, from initial triage to closure

• Communicate effectively with stakeholders and end users during high-impact incidents

• Identify issues requiring backlog creation, enhancement requests, or defect logging

• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments

• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes

• Document recurring issues, root cause findings, and workarounds.

• Maintain an up-to-date and accessible Production Support Knowledge Base

• Review incidents for patterns and escalate recurring issues for further analysis

• Ensure all ticket-handling processes comply with SLA expectations and established procedures

• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

Required

• Proven experience in incident management, production support, or related fields

• Strong analytical, problem-solving, and communication skills

• Familiarity with UAT and regression testing best practices

Preferred:

• Experience with incident management tools and workflows