IT Production Support Analyst in Walsall

This position is preferably based in Walsall, with Swindon and Meriden as alternative locations. The role supports and maintains production environments, manages incidents, and ensures the reliability, stability, and availability of critical business systems. This position operates in a hybrid work environment.

Responsibilities

• Monitor and maintain production environments, ensuring issues are identified, investigated, and resolved promptly.
• Manage and progress high-priority incidents, minimising business impact and restoring service as quickly as possible.
• Perform routine operational checks, enhancing monitoring and automation to proactively identify potential issues.
• Respond to alerts from multiple monitoring sources, determining appropriate actions and engaging relevant teams when required.
• Provide initial triage of production and user-reported issues, ensuring they are routed to the appropriate resolution teams.
• Analyse complex issues using multiple information sources, identify trends and root causes, and raise defects through established ITIL processes.
• Own incidents through to resolution, coordinating with stakeholders and technical teams while providing clear and timely updates.
• Create data and file remediation scripts under Change Management controls where required.
• Contribute to Change Management, Knowledge Management, and Continuous Improvement activities.
• Maintain accurate documentation and knowledge articles to support operational excellence and knowledge sharing.
• Identify recurring issues and drive root cause analysis.
• Participate 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.
• Work 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’ 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

• 4× Life insurance
• Pension scheme – 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to LinkedIn Learning
• Free rewards and discounts via Gratitudes

Equal Opportunity Employer

Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, 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. Corpay is committed to fostering an inclusive workplace where individuals are respected and valued for their diverse perspectives, experiences, and contributions.