Overview
On Site
Hybrid
BASED ON EXPERIENCE
Contract - Independent
Contract - W2
Contract - 12+ mo(s)
Skills
TECHNICAL BUSINESS ANALYST
Job Details
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.
Incident Management and Resolution:
If you think you'd be a good match, submit your resume and reach out to Pallav at to learn more.
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
- 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.
- 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.
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.
- 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.
- 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.
- 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.
- 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.
- Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.
- Drive initiatives to enhance system reliability, scalability, and performance.
If you think you'd be a good match, submit your resume and reach out to Pallav at to learn more.
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