Service Reliability Analyst

About The Role

In this opportunity as Service Reliability Analyst, you will:

Analyzes customer problems of moderate complexity
Assesses scope of impact
Mitigates customer impact of issues and recommends and executes work arounds
Identifies options for problem resolution and initiates action
Engages others as appropriate and escalates as required
Provides advice or training to users about the application systems' functionality, correct operation or constraints, and corrects user faults
Liaises with various application development and content teams, customer service teams, and other software and hardware support teams.
Proactively monitors production and nonproduction environments and/or applications
Provides input for technical plans and solutions.
Provides technical guidance to less experience analysts
Conducts root cause analysis and correlation of other system and/or application problems of moderate complexity.
Works on small complex projects/issues that require a singular area of expertise.
Participates in project planning sessions with team members.
Manages multiple and sometimes competing priorities with guidance.
Prepares status updates for customer problems or projects.
Regularly communicates and shares knowledge with the rest of the team.
Performs actions aligned with defined standards

About You

You’re a fit for the role of Service Reliability Analyst if your background includes:

2 to 3 years of supporting IT infrastructure, Application & Cloud Services.
1+ years of mandatory NOC experience in similar environment would be an added advantage.
1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
Data Dog - Troubleshooting / Debugging tools
Excellent communication skills, verbal and written (Should be able to communicate to global teams and senior management)
Strong collaboration skills.
Service Now (preferrable) / Jira / Remedy
Migration to AWS Cloud