Senior Technical Support Analyst

Key responsibilities include:

• Lead Tier 1 support and act as incident manager for low-priority issues
• Closely monitoring critical incidents and promptly escalating complex issues to higher support tiers
• Act as a bridge between affected users and business leadership
• Review and update runbooks and technical documentation
• Mentor analysts and coordinate peer training and onboarding

The role oversees operational protocols and runbooks for supported workflows, systems, and applications to ensure high service availability and minimal disruptions. An ideal candidate should have a solid technical background in IT, software, or production support. This role requires swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. To ensure the smooth running of operations, the role requires collaboration with stakeholders and engineers to update runbooks and leverage their specialized expertise. The role requires an active role in incident management by ensuring thorough documentation and continual tracking of issues throughout the incident lifecycle. This role is crucial in maintaining high service availability and minimizing disruptions. The role also assists junior team members in handling and escalating more complex incidents appropriately, as well as fulfilling requests utilizing internal runbooks.

Incident Intake & Escalation - 20%

• Serve as the main point of contact for handling all issues and requests reported by stakeholders.
• Efficiently capture incident details through phone calls, chat interviews or monitoring.
• Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

Documentation, Incident Tracking and Reports & Training - 60%

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and managing incidents throughout their lifecycle.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
• Assist in training junior members of the team.
• Develop and coordinate peer technical acumen training program.
• Review and update technical documentation and runbooks.
• Assist in the onboarding process, review documentation, coordinate training sessions.

Monitoring - 20%

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.
• Proactively identify and address potential issues or performance bottlenecks.

Required Education, Experience/Skills/Training:

Basic Qualifications

• 3+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders
• Ability to deliver high-quality results in a heavy multitasking environment
• Experience leading peers as well as working with minimal supervision
• ITIL v3/v4 Foundation Certification

Preferred Qualifications

• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management

Required Education