**Purpose:** The Support Analyst is responsible for serving as the first operational point of contact in incident management, service requests, and production service monitoring. Acts as the initial technical filter, provides 24/7 service monitoring, activates War Rooms when appropriate, executes defined steps in approved changes, and maintains constant communication with customers and internal teams to ensure business continuity and SLA compliance. **Responsibilities:** * Monitor service availability, performance, and status in real time; detect deviations or early alerts; and immediately initiate corrective actions. * Record post-change validation results and report any findings or anomalies detected. * Resolve the majority of production events without escalation, using manuals, technical knowledge, and the Known Error Database (KEDB). * Track escalated cases and keep customers informed. * Identify patterns of recurring failures and collaborate with Specialists to determine root causes. * Execute and support, as applicable, assigned steps in approved changes according to official documentation. * Validate post-production operations, monitor behavior, and report deviations. * Record evidence, timing, and findings during change execution. * Report maintenance activities, incidents, events, and resolution statuses. * Participate in a rotating 24/7/365 on-call schedule as planned by the department. * Perform any other duties inherent to the position and/or assigned by the immediate supervisor. **Educational Background:** Technician or advanced student in Systems Engineering, Software Engineering, Electronics Engineering, or related fields. **Certifications Required for the Role:** Optional: Databases **Languages and Proficiency Level Required:** Basic English **Other Role-Specific Knowledge or Skills:** * Basic knowledge of SQL/PL-SQL databases, query execution, and analysis. * Basic understanding of Java and its interaction with Core services. * Knowledge of Linux and Windows operating systems. * Familiarity with the Postilion platform (Office and PostCard) is desirable. * Familiarity with ISO 8583 messaging and transaction authorization and posting workflows is desirable. * Basic knowledge of HTTP, APIs, and request/response flows. * Monitoring tools (DataDog, Grafana, Zabbix, Dynatrace, or equivalents). * File transfer (SFTP). * Ticketing tools (Jira, ServiceNow, or others). * Knowledge of ITIL methodologies (incidents, problems, changes). * Ability to work under pressure and prioritize critical incidents. **Experience:** Minimum of 1 year in technical support roles within financial institutions (preferred)