At-a-Glance:

Are you ready to build your career by joining a global financial company? If so, our client is hiring a Technical Business Analyst.

Position Type:

• Contract
• Hybrid
  
  
  

Required:

• Proven experience in a production support leadership role for client facing applications.
• Strong understanding of incident management frameworks.
• Proficiency in troubleshooting application, database, and infrastructure issues.
• Familiarity with monitoring tools such Dynatrace, Datadog, Splunk etc.
• Familiarity with incident management platforms such as ServiceNow.
• Ability to prioritize tasks effectively, and communicate technical concepts to non-technical stakeholders.
• Excellent problem solving skills and a calm, solution-focused approach under pressure.
• Experience working in AWS.
• Familiarity with CI/CD pipelines and release management processes.
  
  
  

Preferred:

• Background in software development or scripting for automation.
• Previous experience in the financial services industry Success Metrics.
• MTTA: Mean time to acknowledge
• MTTR: Mean time to resolve
• Stakeholder satisfaction with incident communication.
• Knowledge base usage rate and coverage.
• Number of issues handed over to L1/L2, EMKT teams.
• Measure # of system identified vs user reported alerts and trends over time.
• Enhancements and alerts requested.
• Minimize # of user reported incidents.
• Measure incidents resolved with L1/L2 without app support team.
• Reduction in resolution times due to documented processes.
  
  
  

Responsibilities:

Incident Management and Resolution:

• Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates.
• Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions.
• Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs).
• Coordinate resolution and follow ups with dependencies outside immediate team.
• Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base.
  
  
  

Team Leadership and Coordination:

• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing.
• Foster a strong ownership mindset within the team, ensuring accountability for system health and stability.
  
  
  

Monitoring and Alerting:

• Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues.
• Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams.
  
  
  

Process and Documentation:

• Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures.
• Establish best practices for incident response, including communication templates and decision frameworks.
  
  
  

Stakeholder Communication:

• Serve as the primary point of contact for production issues affecting client experiences.
• Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
  
  
  

Continuous Improvement:

• Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.
• Drive initiatives to enhance system reliability, scalability, and performance.
  
  
  

Get in Touch:

If you think you'd be a good match, submit your resume and reach out to Pallav at 862-799-8088 to learn more.