REMOTE: Production Support Analyst

[Ishita]

Production Support Analyst

Location: Remote (USA)
Duration: 12+ Months
Work Schedule: Must be available to work Eastern or Pacific Time Zone hours.

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🚨 Immediate Requirement

• Immediate support required.
• Candidates must be available to join quickly.

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Mandatory Requirement

Candidates MUST have hands-on experience with at least one of the following Broadcast Scheduling platforms:

• Operative's Integrated Broadcast Management System (IBMS) (Highly Preferred)
• MediaGenix WHATS'On
• Other Broadcast Distribution & Scheduling Software

Candidates without the above experience will not be considered.

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Job Summary

We are seeking an experienced Lead Support Analyst to lead a global team of Application Support Analysts supporting mission-critical broadcast and media applications.

The ideal candidate will have strong expertise in Broadcast Ad Sales Operations, IT Service Management (ITSM), Incident Management, SQL, and enterprise application support. Experience with Operative IBMS, MediaGenix WHATS'On, or similar broadcast scheduling platforms is mandatory.

This role requires excellent leadership, stakeholder management, and technical troubleshooting skills while ensuring high application availability and operational excellence.

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Key Responsibilities

• Lead and mentor a global team of Application Support Analysts.
• Ensure operational continuity of mission-critical enterprise applications.
• Manage Incident, Problem, and Change Management processes.
• Coordinate with IT Operations, Engineering, and Business stakeholders.
• Implement proactive application monitoring strategies.
• Develop operational KPIs and support performance metrics.
• Provide production support and participate in on-call rotations.
• Perform Root Cause Analysis (RCA) for major incidents.
• Manage change requests and production deployments.
• Support enterprise reporting and database-related activities.
• Ensure adherence to ITSM and ITIL best practices.
• Drive continuous process improvements and operational excellence.

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Required Experience

• 6–8+ years of experience in Application Support or Production Support.
• Experience leading or mentoring application support teams.
• Experience supporting enterprise applications in production environments.
• Experience working in Media, Broadcasting, or Ad Sales platforms is highly preferred.

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Required Technical Skills

Broadcast & Media Platforms (Mandatory)

• Operative Integrated Broadcast Management System (IBMS)
• MediaGenix WHATS'On
• Broadcast Distribution & Scheduling Software
• Broadcast Ad Sales Operations

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Application Support

• Incident Management
• Problem Management
• Change Management
• Production Support
• Application Monitoring
• Root Cause Analysis (RCA)

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IT Service Management

• ITSM
• ITIL Framework
• ServiceNow
• Jira

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Database Technologies

• SQL
• Oracle PL/SQL
• Database Troubleshooting
• Query Optimization

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Reporting Tools

• Business Objects
• Crystal Reports

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Leadership

• Team Leadership
• Stakeholder Management
• Coaching & Mentoring
• Operational Governance
• Performance Metrics

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Preferred Qualifications

• Experience supporting enterprise broadcast scheduling applications.
• Strong understanding of media and broadcasting workflows.
• Experience with enterprise reporting environments.
• Knowledge of ITIL best practices.
• Strong business acumen and analytical thinking.
• Excellent communication and stakeholder management skills.
• Experience working with geographically distributed teams.

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Key Competencies

• Leadership & Team Management
• Incident & Problem Management
• Operational Excellence
• Customer Service Orientation
• Communication & Collaboration
• Critical Thinking
• Decision Making
• Troubleshooting & RCA
• Process Improvement

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Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishi...@noviainfotech.com