Ensure the stability, reliability, and performance of digital applications across web, mobile, and cloud platforms
Provide production support, resolve incidents, manage service requests
Collaborate across engineering, product, security, and business teams
Maintain user account information including rights, security and systems groups
Identify themes, analyze, and repair product failures working with various groups
Use monitoring tools to proactively identify anomalies and performance issues
Collaborate with SRE and Platform Engineering teams to enhance observability and monitoring maturity
Maintain documentation on monitoring, support procedures, and troubleshooting guides
Distribute and prioritize tickets within/outside the team on Service Now
Participate in on-call rotation and escalate complex issues when required.

Minimum of 5+ years of professional experience within the Technology field
Working experience with Salesforce
Working experience with scripting tools such as PowerShell and Python
Working experience with ITSM tools, preferably Service Now
Hands-on experience with monitoring and logging tools (Splunk/Dynatrace preferred)
Strong analytical and problem-solving skills
Strong communication and interpersonal skills
Demonstrated ability to work effectively in a team environment
Experience applying instrumentation and automation
Knowledge of system management tools
Knowledge of security management principles.

Senior Analyst, Application Support

Key skills