Senior Production Service Analyst
Dubai: DIFC Innovation OnePermanentPosted Jun 23, 2026
We are looking for a Senior Production Service Analyst to join our Technology team and play a critical role in maintaining the stability, performance, and availability of our production applications and services.
This is a customer-focused role responsible for supporting business-critical systems, managing production incidents, driving operational excellence, and ensuring service commitments are consistently achieved. You will act as a senior escalation point for complex technical issues, lead major incident investigations, and work closely with Engineering, Product, Delivery, and Client teams to ensure a high-quality service is delivered to both internal and external stakeholders.
As a senior member of the Production Support function, you will combine strong technical troubleshooting skills with excellent stakeholder management, helping to minimise customer impact, improve service resilience, and drive continuous improvement across our production environment.
This is a customer-focused role responsible for supporting business-critical systems, managing production incidents, driving operational excellence, and ensuring service commitments are consistently achieved. You will act as a senior escalation point for complex technical issues, lead major incident investigations, and work closely with Engineering, Product, Delivery, and Client teams to ensure a high-quality service is delivered to both internal and external stakeholders.
As a senior member of the Production Support function, you will combine strong technical troubleshooting skills with excellent stakeholder management, helping to minimise customer impact, improve service resilience, and drive continuous improvement across our production environment.
Requirements
Essential- 5+ years' experience in Production Support, Application Support, Service Management, or IT Operations.
- Strong experience managing incidents, problem investigations, and root cause analysis within production environments.
- Proven ability to lead critical incident resolution involving multiple stakeholders and technical teams.
- Experience supporting web applications, REST APIs, microservices, and .NET applications.
- Strong knowledge of AWS or other cloud-hosted environments.
- Experience working with PostgreSQL, MySQL, DynamoDB, SQL Server, or similar database technologies.
- Experience using monitoring and service management tools such as Datadog, CloudWatch, Jira, ServiceNow, Splunk, or equivalent.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong stakeholder management and communication skills.
- Ability to prioritise effectively and make decisions under pressure.
- Experience creating support documentation, runbooks, and operational procedures.
- Experience within fintech, payments, loyalty, banking, or other highly regulated industries.
- Knowledge of PCI DSS, ISO 27001, and information security best practices.
- ITIL Foundation certification or equivalent service management experience.
- Exposure to Agile delivery environments.
- Understanding of DevOps principles and CI/CD pipelines.
- Experience identifying automation opportunities and driving operational improvements.
- Production incidents are managed effectively with minimal customer impact.
- Service levels and operational performance targets are consistently achieved.
- Root causes are identified and resolved to improve platform stability.
- Strong relationships are built with clients, partners, and internal stakeholders.
- Operational processes, tooling, and documentation continuously improve.
- New products and services transition smoothly into production support.
- The Production Support function is viewed as a trusted, proactive partner to the business.
Responsibilities
Production Support & Incident Management- Provide second-line production support across Reward's applications and services.
- Investigate, diagnose, and resolve production incidents and service issues.
- Manage incidents through to resolution, ensuring timely updates and clear communication to stakeholders.
- Lead the investigation and resolution of major incidents, coordinating technical teams and business stakeholders.
- Conduct root cause analysis and identify corrective and preventative actions to reduce future incidents.
- Troubleshoot complex technical issues escalated by junior team members.
- Monitor the health, availability, and performance of production systems and services.
- Manage and track support tickets from initial triage through to resolution.
- Ensure Service Level Agreements (SLAs) are achieved and service commitments are met.
- Produce incident reports, service reviews, and operational performance reporting.
- Maintain support documentation, operational procedures, runbooks, and knowledge articles.
- Drive continuous improvement initiatives to enhance service stability and operational effectiveness.
- Build strong relationships with clients, scheme partners, suppliers, and internal stakeholders.
- Act as a trusted point of contact for operational support and service delivery matters.
- Support client governance meetings, service reviews, and operational reporting.
- Provide clear and concise communication during incidents, outages, and service-impacting events.
- Represent the Production Support function in meetings with senior stakeholders and clients.
- Support applications hosted within AWS environments.
- Troubleshoot issues across web applications, APIs, microservices, and .NET-based systems.
- Investigate and resolve issues involving PostgreSQL, MySQL, DynamoDB, SQL Server, and other database technologies.
- Analyse application logs, monitoring data, and system metrics to identify and resolve production issues.
- Utilise monitoring and service management tools including Datadog, CloudWatch, Jira, ServiceNow, and similar platforms.
- Participate in production planning and release activities.
- Contribute to production readiness reviews for new products and services.
- Ensure operational support requirements are considered during project delivery and implementation.
- Support the transition of new applications and services into live production environments.
- Support compliance activities including PCI DSS and ISO 27001 requirements.
- Ensure operational processes align with security, risk, and regulatory obligations.
- Promote best practice service management and operational governance across the business.
Benefits
- Annual Leave: 25 days + bank holidays
- Ability to buy and sell holiday days as well as the ability to bank days (tenure dependant)
- Flexible working options: we are operating a hybrid working model with 3 days a week from the office
- Employee share scheme
- Private healthcare
- Critical illness cover
- Life insurance cover
- Dental cover
- Optical cover
- SWORKIT app for access to employee fitness & wellbeing
- Employee referral scheme
- Company events i.e. Christmas party, all-company event and other social/hosted events during the year (we have an active social committee!)
- Team socials