Technical Support Senior Analyst

Key Skills: Api, AWS, Java, Production Support, Dynatrace, ServiceNow, Splunk, IVR

Roles and Responsibilities:

• Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers.
• Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution.
• Use ServiceNow and related workflows to assign, escalate, track, and close defects and incidents through completion.
• Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates.
• Support operational readiness activities, including change management coordination and weekend validation support.

Skills Required:

• 3-5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support.
• ServiceNow for incident/defect management and ITSM workflows.
• API troubleshooting and support for production services.
• Observability tooling experience with Splunk and Dynatrace.
• Production support experience with AWS and Java-based applications.

Good to Have:

• IVR (Interactive Voice Response) and contact center call routing exposure.

Education: Bachelor's degree in Computer Application, Computer Engineering, Computer Science, or Computer Science Engineering (or equivalent experience).