Senior Production Service Analyst
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Key skills for this role
About the Role
Reward is hiring a Senior Production Service Analyst to lead critical incident resolution and drive service improvements for cloud-based loyalty and fintech platforms. The role requires strong incident management, AWS experience, and a customer-first mindset.
Key Skills for This Role
Responsibilities
- Lead the resolution of critical production incidents
- Investigate root causes and drive preventative solutions
- Support cloud based applications hosted in AWS
- Work across APIs, microservices, databases, and modern application architectures
- Build trusted relationships with clients, scheme partners, and senior stakeholders
- Drive operational excellence, service improvements, and production readiness
- Mentor colleagues and help mature Production Support capability
Requirements
- Experience in Production Support, Service Management, Application Support, or IT Operations
- Strong incident management and problem solving skills
- AWS and cloud hosted application experience
- Knowledge of APIs, databases, monitoring tools, and modern software environments
- Ability to remain calm under pressure and lead through critical incidents
- A customer first mindset with excellent stakeholder management skills
Full Job Posting
We're Hiring: Senior Production Service Analyst
- Do you thrive on solving complex technical challenges, leading critical incidents, and ensuring customers receive exceptional service?
- We're looking for a Senior Production Service Analyst to join our growing Technology team and play a pivotal role in supporting the systems and services that power millions of customer interactions across our loyalty, rewards, and fintech solutions.
- This is far more than a traditional support role.
- You'll be at the heart of our production environment, leading major incident investigations, troubleshooting complex technical issues, partnering with Engineering and Product teams, and driving continuous improvements that enhance service stability, customer experience, and operational performance.
What you'll be doing
- Leading the resolution of critical production incidents
- Investigating root causes and driving preventative solutions
- Supporting cloud based applications hosted in AWS
- Working across APIs, microservices, databases, and modern application architectures
- Building trusted relationships with clients, scheme partners, and senior stakeholders
- Driving operational excellence, service improvements, and production readiness
- Mentoring colleagues and helping mature our Production Support capability
What we're looking for
- Experience in Production Support, Service Management, Application Support, or IT Operations
- Strong incident management and problem solving skills
- AWS and cloud hosted application experience
- Knowledge of APIs, databases, monitoring tools, and modern software environments
- Ability to remain calm under pressure and lead through critical incidents
- A customer first mindset with excellent stakeholder management skills
Why join us?
- High growth technology business
- Work with leading loyalty, retail, and fintech brands
- Opportunity to influence and improve service operations
- Collaborative and supportive culture
- Hybrid working
- Exposure to modern cloud technologies and large scale production systems
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