Technical Operations Analyst Serverless

Role & responsibilities

• Monitor service operations and ensure SLA/SLO compliance.
• Manage case queues, escalations, and operational performance.
• Analyze reports and metrics to identify trends and improvement opportunities.
• Conduct quality audits and provide feedback to improve service delivery.
• Support onboarding, training, and knowledge-sharing initiatives.
• Drive process adherence, governance, and continuous improvement.
• Collaborate with stakeholders to resolve issues and enhance customer experience.
• Act as an escalation point for operational and process-related concerns.

Preferred candidate profile

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6-8years of experience in Technical Support, Service Operations, or Cloud Operations.
• Basic understanding of Serverless technologies and cloud platforms.
• Experience with case management tools, dashboards, and operational reporting.
• Strong analytical, troubleshooting, and problem-solving skills.
• Knowledge of SLA/SLO monitoring, incident management, and process compliance.
• Excellent verbal and written communication skills with stakeholder management experience.
• Ability to work effectively in a fast-paced, 24x7 rotational shift environment.
• Proactive mindset with a focus on continuous improvement and operational excellence.