Production Support Analyst
About Fivecast Fivecast is a high-tech SaaS company enabling a safer world through advanced open source intelligence solutions. Our platform supports national security, law enforcement, defence, financial crime, and due diligence missions. With customers across the public and commercial sectors, we are scaling rapidly and investing in a world-class customer success function. About the role The Production Support Analyst is a hands-on operational role responsible for the day-to-day health, stability, and availability of Fivecast’s production environments and customer instances. The role sits alongside DevOps and Engineering, focusing on operating, maintaining, and supporting existing systems rather than designing or building new platform components. This role performs the routine operational activities currently handled by DevOps, including daily system checks, monitoring and alert review, execution of documented runbooks and SOPs, and routine maintenance tasks. The Production Support Analyst also owns operational licence management processes, ensuring customer environments and licences are provisioned, updated, and retired accurately and on time. The role is well suited to a technically capable operator or system administrator with strong troubleshooting skills, an interest in infrastructure and application operations, and comfort working with production systems in regulated and availability‑sensitive environments. ResponsibilitiesProvide technical response and investigation for customer support tickets relating to system faults, acting as the primary responder for customer-raised incidents or infrastructure-level issues. Perform daily operational checks to ensure the health, availability, and stability of infrastructure and applications. Review, investigate, and respond to alerts and monitoring outputs, identifying and resolving issues or escalating where required. Investigate and triage incidents using logs, metrics, and system diagnostics, following documented operational and incident management processes. Execute documented operational procedures for routine maintenance and corrective actions in production environments. Communicate incident status, impact, and progress clearly to customers, internal stakeholders and customer-facing teams, providing regular updates until resolution. Operate and execute existing pipelines and processes to provision new customer environments and application instances for trials and licensed deployments. Apply licence changes associated with upgrades, renewals, and contract changes, and follow up with internal stakeholders as required. Maintain accurate records of operational actions, incidents, and changes performed. Identify recurring operational issues and contribute to continuous improvement of monitoring, tooling, documentation, and operational processes. RequirementsUS Citizenship mandatory 5+ years experience in an operational IT role such as system administration, operations support, platform operations, or site reliability support. Experience with ticketing systems, including the ability to prioritise routine operational work alongside reactive support activities. Strong troubleshooting and debugging skills, including log analysis and metric‑based systems. Experience operating Linux‑based systems and command-line tooling in production environments. Basic to intermediate SQL skills for querying and validating data. Ability to follow change, incident, and operational processes in controlled or regulated environments. Detail‑oriented with a strong sense of operational discipline. Comfortable working from documented procedures while knowing when to escalate. Clear, professional communicator with strong written and verbal communication skills, able to engage directly with customers and internal stakeholders