Applications Support Senior Analyst, Assistant Vice President

About this role

This is a Non-Production Management Technical L2 SRE Analyst position in North America DevOps, supporting Global Consumer Group applications. The ideal candidate for this position will have experience and broad knowledge of North America Consumer applications along with an interest in learning new technologies, including the use of automation and artificial intelligence technologies to avoid system problems, drive improved system & application service levels.  This is a technical leadership position, requiring strong organizational and communication skills in addition to analytical and troubleshooting talent.  Partnership with Development Teams, Technology teams in CTI, and other Production Management teams is a critical component of this position and required daily.    They will work with other peers in the DevOps team to drive the stability. Collaborate with app Dev community, CTI partners, TPM and other stakeholders to identify and create value chain , identify and conduct POC to plug the gap areas.     Primary Responsibilities:    • Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.    • Primary point of contact LOB assigned domain. • Enable Production management processes in non-production environment to provide environment stability • Execute robust service readiness. • Facilitate standard toolset adoption for all services in the domain. • Works as a L2 support for Problem management, Risk management and Change management , CI/CD enablement pipeline for SRE function identified.  • Has Overall accountability of non-production stability for his area/domain   • Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.  • Partners with SRE enablement and works as SRE eventually to identify the key areas and provides the SRE recommendation from UAT to PERF and PROD for key business transactions supported.   • Knowledge of technologies like OSE, Kubernetes, APIGEE, Platform services, DataPower, Google cloud, AWS, CI/CD pipeline, ITIL and Service Management   • Identifies and leads the implementation of Service Automation to reduce costs, reduce risk, improve efficiency, and enable Service Management to keep up with the ever-increasing volume of with fast pace of newer technologies.  • Continually evolve the working practices within and services provided by Production Management to improve efficiency and productivity.  • Ability to conduct blameless problem management/post-mortem phase of major incidents, develop executive briefings, assess major incident impacts, and drive service improvements to prevent repeat of an incident . • Provide expert support for P1/P2 incidents related to Apigee, DataPower, and other legacy tech stacks or applications as needed. Participate in triaging calls to offer guidance and drive the issue to resolution.  • Create PMR for P1/P2 incidents and close on the actions.   • Identify the risks, classify them in the non-production estate and work with the peers , team members , create Service Improvement plans and drive them to closure.  • Create Operational readiness documents for major initiatives and provide handover to production team in a seamless manner.  • Work with SRE team to create a proactive analysis of UAT and PERF view before handing over to production management.  • Accountable for end-to-end service health of NAM Core space  • Overall accountable for patching , changes, infra changes, certificates and other activities in his domain assigned. • Overall accountability of the monitoring and its usage by its stakeholders. Work with the monitoring team for setup and overall accountability.   • Represent DevOps team in various digital forums and facilitate generating reports and presentations.   • Be proficient in various technologies of OSE, Apigee, and other new age technologies.  • Adopt automation laid down by Production management automation and AIOps.  • Support and achieve successful internal audits.  

   Qualifications:   • 5 - 7 years of environment support experience with North America Consumer applications.   Experience or familiarity with Cloud Technology is a plus.  • Solid ITIL Foundation understanding.  • Engineering Background in system admin, development, DevOps, or equivalent field, preferably with experience in Distributed Consumer applications.    • Ability to develop and manage relationships at all levels.  • Experience in observability skills – like Google Cloud Observability & Grafana • Competent with cloud concepts i.e., API, web services and microservices   • Strong analytical, algorithmic, and critical thinking skills   

   Core Competencies/ Skills:   • Strong analytical skills, strong critical thinking skills and ability to logically break down tasks into smaller manageable parts.  • Solid understanding of systems and application design  • Systematic problem-solving approach  • Effective communication skills and sense of ownership and drive  • Adaptable and can work with large complex and multi-team owned services.  • Extremely organized, detailed oriented and thorough in every aspect.  • Able to balance multiple tasks and projects effectively while adapting to new variables.  • Utilizing creative and innovative thinking but also adhering to a powerful sense of ownership, customer service and integrity demonstrated through clear communication.  • Drive, self-motivated and eager to learn.   

  Education:   • Bachelor’s/University degree or equivalent experience  • Certification in Site Reliability Engineer, DevOps or Cloud and Generative AI Learning Certification.

Added benefit - Experience with databases i.e., Oracle, MSSQL, MongoDB, Teradata, DB2  ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ---------------------------------------------------

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