The Senior Technical Business Analyst, Production Support will report to the Manager in the Product Management department and serve as the first line of defense for escalated production issues across Investment Platform products. This role is responsible for triaging defects escalated through Tier 2 support, performing advanced troubleshooting, analyzing business rules and system behavior, and partnering with development to support root cause analysis and resolution planning.
This individual will work closely with two developers responsible for code fixes while coordinating with QA, business stakeholders, product managers, client service, operations, and other cross-functional partners to ensure defects are understood, prioritized, documented, and resolved with the right business outcome. The role requires strong technical troubleshooting acumen, excellent communication skills, empathy for end users, and the ability to independently manage a high-volume support backlog while maintaining clear requirements, acceptance criteria, and decision documentation.
Key Responsibilities- Serve as the primary triage owner for production defects and escalations across Investment Platform products.
- Evaluate issues escalated from Tier 2 support, confirm business impact, gather evidence, and determine next steps for resolution.
- Perform advanced troubleshooting using available data, logs, application behavior, business rules, and user-reported symptoms.
- Partner with developers to support root cause analysis, clarify expected behavior, identify rule gaps, and validate the appropriate corrective action.
- Analyze business rules, workflows, data conditions, and exception scenarios to determine whether issues are defects, configuration gaps, process issues, or enhancement opportunities.
- Develop evidence-based recommendations regarding issue classification, business impact, severity, priority, and resolution approach, and escalate decisions when additional Product, business, compliance, or technical approval is required.
- Assess production issues using established severity and priority criteria, support major incident response when needed, and ensure appropriate stakeholders receive timely and accurate updates.
- Work with client service to manage and prioritize the production defect backlog based on business impact, urgency, risk, dependencies, and stakeholder needs.
- Write clear requirements, user stories, and acceptance criteria for defect fixes and production support enhancements.
- Engage QA early to ensure test scenarios, regression needs, edge cases, and validation expectations are clearly defined.
- Support release readiness and post-production validation by confirming that corrective actions address the documented issue, acceptance criteria, business rules, and identified regression risks.
- Coordinate with business stakeholders, product managers, operations, development, and QA to align on the correct solution and expected business outcome.
- Document investigation findings, business decisions, root cause details, workarounds, resolution notes, and validation results for future reference.
- Maintain centralized knowledge articles, troubleshooting playbooks, defect patterns, and operational support documentation.
- Analyze defect trends, recurring failure patterns, aging work items, and root-cause themes to identify opportunities for product, process, monitoring, or documentation improvements.
- Identify recurring issue themes and recommend preventive improvements to reduce repeat escalations and improve the end-user experience.
- Use tools such as SQL, MongoDB, Datadog, FullStory, Salesforce, AI-enabled tools, and Azure DevOps to investigate, document, track, and communicate production issues.
- Handle production data and customer information in accordance with established security, privacy, compliance, and access-control requirements.
- Communicate status, impact, risks, dependencies, and decisions clearly to technical and non-technical audiences.
- Facilitate working sessions with client service and Tier 2 support to resolve ambiguity, align stakeholders, and move defects toward timely resolution.
Production Support Expectations - This role supports production issues during standard business hours and may occasionally participate in after-hours incident response or release validation.
Other Requirements - Infrequent travel, up to 10%.
- Prolonged periods of sitting at a desk and working on a computer.
- Occasionally lifts up to 25 pounds.
Required Qualifications - 5+ years of experience as a Business Analyst, Technical Business Analyst, Production Support Analyst, or similar role with strong technical aptitude
- Demonstrated experience troubleshooting production issues, analyzing business rules, and supporting root cause analysis
- Experience writing clear requirements, user stories, acceptance criteria, and supporting documentation
- Experience collaborating with development, QA, product managers, business stakeholders, and support teams
- Familiarity with Agile methodologies and defect and backlog prioritization
- Experience using SQL or comparable data-querying tools to investigate application or production issues
- Experience using application logs, monitoring tools, session-replay tools, or similar diagnostic data to troubleshoot system behavior
- Experience working in a work-management platform such as Azure DevOps, Jira, or an equivalent tool
- Ability to communicate complex technical issues clearly to technical and non-technical audiences
- Ability to independently manage competing priorities and move ambiguous investigations toward clear decisions and next steps
Preferred Qualifications - Hands-on experience with MongoDB, Datadog, FullStory, Salesforce, Azure DevOps, or similar technologies
- Experience using AI-enabled tools to support analysis, documentation, or investigation activities
- Fintech, financial services, or other regulated-industry experience
- Experience investigating issues involving financial transactions, customer accounts, personally identifiable information, or regulated business processes
Measures of Success - Production issues are classified, documented, and routed accurately
- Business impact and expected behavior are clearly understood before development begins
- Requirements and acceptance criteria enable effective development and QA validation
- Stakeholders receive clear, timely, and audience-appropriate communication
- Investigation history, decisions, and resolution details are traceable
- Repeat issues are reduced through improved documentation, monitoring, process changes, or product improvements
- The production backlog remains organized, prioritized, and actionable
