IT Production Support Analyst in Cheltenham

Corpay is currently looking to hire an IT Production Support Analyst within our Cross-Border division. This position falls under our Corporate Payments line of business and is preferably based in Walsall, with Swindon and Meriden as alternative locations.

In this role, you will be responsible for supporting and maintaining production environments, managing incidents, and ensuring the reliability, stability, and availability of critical business systems. You will report directly to the VP of Operations EMEA and regularly collaborate with Engineering, Infrastructure, Support, Service Delivery, and Business teams to deliver operational excellence and minimise service disruption.

As an IT Production Support Analyst, Corpay will set you up for success by providing:

• Assigned workspace in our Walsall, Swindon, or Meriden office
• Company-issued equipment
• Formal, hands-on training

The responsibilities of the role will include:

• Monitoring and maintaining production environments, ensuring issues are identified, investigated, and resolved promptly.
• Managing and progressing high-priority incidents, minimising business impact and restoring service as quickly as possible.
• Performing routine operational checks while enhancing monitoring and automation to proactively identify potential issues.
• Responding to alerts from multiple monitoring sources, determining appropriate actions and engaging relevant teams when required.
• Providing initial triage of production and user-reported issues, ensuring they are routed to the appropriate resolution teams.
• Analysing complex issues using multiple information sources, identifying trends and root causes, and raising defects through established ITIL processes.
• Owning incidents through to resolution by coordinating with stakeholders and technical teams while providing clear and timely updates.
• Creating data and file remediation scripts under Change Management controls where required.
• Contributing to Change Management, Knowledge Management, and Continuous Improvement initiatives.
• Maintaining accurate documentation and knowledge articles to support operational excellence and knowledge sharing.
• Identifying recurring issues and driving root cause analysis.
• Participating in a scheduled on-call rota to support production systems outside of standard business hours, responding to incidents and ensuring timely resolution of critical issues.
• Working on a shift pattern covering 07:00 to 19:00 to ensure effective service coverage.

Qualifications & Skills:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
• Minimum 12 months of experience supporting production systems, particularly business-critical processes.
• Understanding of ITIL processes and service management principles.
• Experience using SQL for investigation, analysis, and troubleshooting.
• Familiarity with monitoring and observability tools such as Dynatrace.
• Strong analytical and problem-solving skills, with the ability to assess complex information.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Proven ability to work collaboratively across teams, build strong working relationships, and contribute to service improvement initiatives.
• Proactive and well-organised, with the ability to prioritise workloads, manage multiple tasks, and remain calm under pressure during high-priority incidents.
• Methodical approach to work, strong attention to detail, and a continuous improvement mindset focused on enhancing processes and services.
• Willingness to participate in an on-call rota and work a shift pattern between 07:00 and 19:00.

Benefits & Perks:

• 4x Life Insurance
• Pension Scheme – 5% employer contribution
• Private Healthcare
• 25 days annual leave, with Holiday Buy/Sell options
• Access to LinkedIn Learning
• Free rewards and discounts via Gratitudes

Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, colour, religion, sex (including pregnancy), gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, marital status, genetic information, military or veteran status, or any other characteristic protected by applicable law.