Role Summary

This role provides Level 2 production support for business-critical applications running on the IBM i / AS400 platform.

The Production Support Analyst is responsible for incident resolution, system monitoring, batch operations, operational recovery and controlled configuration or data changes, helping to maintain secure, reliable and well-controlled application services.

This is not a development role; however, strong knowledge of RPG and the IBM i platform is required to analyse issues, troubleshoot effectively, support root cause analysis and provide clear technical context to L3 development teams when permanent code fixes are required.
Role Overview

You will support the Policy Administration System and related operational services running on IBM i / AS400, ensuring smooth day-to-day operation, service stability and effective support across critical transaction windows and overnight batch processing.

The role operates in an ITIL-aligned and Agile setting, working closely with L1 support, L3 engineering, infrastructure, application owners and business stakeholders.



Work is managed primarily through ServiceNow and Jira, with a focus on timely resolution, strong ticket discipline, effective communication and continuous service improvement.
Key Responsibilities
1. Incident & Request Management
- Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels.
- Act as the primary Level 2 escalation point for issues raised by L1 support teams.
- Investigate, triage and progress issues promptly to minimise business impact and reduce service disruption.
- Maintain clear ticket ownership, timely updates, accurate categorisation and high-quality resolution notes.
- Communicate clearly and professionally with business users, application owners and support stakeholders on issue status, impact and next steps.
2. Technical Troubleshooting & RCA
- Analyse and troubleshoot applic

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