Support Analyst

Role Overview:

The Support Analyst will play a pivotal role in ensuring the reliability, availability, and performance of our microservices-based systems. This role requires a deep understanding of Site Reliability Engineering (SRE) principles, hands-on experience with cloud platforms (preferably AWS), automation tooling, and monitoring frameworks. The Support Analyst will also lead a team of SREs (Support Reliability Engineers) from partner organizations and work in close collaboration with Development, DevOps, and other cross-functional teams to ensure a resilient and scalable platform.

Key Responsibilities:

Reliability & Performance

• Lead initiatives to enhance the reliability, availability, and scalability of microservices-based systems.
• Drive continuous improvements through performance analysis and architectural refinement.

Incident Management

• Design and enforce incident management protocols to reduce service disruptions.
• Coordinate with relevant teams during major incidents for rapid resolution and root cause analysis.

Monitoring & Alerting

• Develop and implement comprehensive monitoring and alerting solutions using tools like AppDynamics, ELK, and AWS CloudWatch.
• Ensure proactive detection and resolution of system anomalies.

Automation

• Identify opportunities for automation in operational workflows, deployment, and system recovery.
• Develop scripts and tools to automate repetitive tasks.

Capacity Planning & Optimization

• Collaborate on capacity planning based on system usage patterns and projected growth.
• Identify system bottlenecks and implement performance tuning solutions.

Team Leadership & Collaboration

• Lead and mentor a team of partner SREs, infrastructure engineers, and collaborate closely with development teams.
• Foster a culture of ownership, continuous learning, and operational excellence.

Technical Skills:

• Architecture:

  Strong knowledge of Microservices-based architectures

• Cloud:

  Proficient in AWS ecosystem

• Monitoring:

  Expertise in tools such as AppDynamics, ELK stack, CloudWatch

• Automation:

  Scripting (Python, Shell, etc.), CI/CD tools

• DevOps Collaboration:

  Familiarity with Infrastructure-as-Code, containerization (Docker/Kubernetes), GitOps

Behavioural Competencies:

• Leadership Ability:

  Capable of guiding cross-functional teams toward operational excellence.

• Problem Solving:

  Analytical mindset for diagnosing and resolving complex system issues.

• Customer Empathy:

  Keen understanding of customer impact and user experience.

• Communication:

  Ability to effectively communicate across technical and non-technical teams.

Indicative Activities:

• Lead reliability improvement projects across microservices landscape.
• Establish and govern incident response processes.
• Create and maintain dashboards, alerts, and metrics.
• Perform root cause analysis and implement long-term fixes.
• Guide partner teams in best practices and tools for SRE.
• Engage in post-incident reviews and drive blameless retrospectives.