Technical Business Analyst

Description: Job Description:

We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.

Key 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.

Qualifications and Skills:

• 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 stakehodlers
• 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

#LI-AR!