Support Analyst

Job Description

Reporting The Support Analyst will typically report to the Head, Agile CoE. Experience - 4-8 years of experience A support analyst should have strong background in site reliability engineering principles, with proven expertise in designing and implementing solutions to ensure the reliability, availability, and performance of microservices-based systems. This role requires hands-on experience with cloud platforms, automation tools, monitoring solutions, and a deep understanding of microservices architecture. The support analyst will lead a team of SREs (Support Reliability Engineer) at partner and collaborate closely with development, operations, and other cross-functional teams to drive improvements in reliability, scalability, and efficiency across our microservices ecosystem. Key Deliverables: Reliability Enhancements: Lead efforts to improve the reliability, availability, and performance of microservices-based systems. Incident Management: Develop and implement incident management processes and procedures to minimize service disruptions and downtime. Monitoring and Alerting: Design and implement robust monitoring and alerting solutions to proactively detect and mitigate issues impacting system reliability. Automation: Drive automation initiatives to streamline operations, deployment, and recovery processes for microservices. Capacity Planning: Collaborate with teams to perform capacity planning and scaling exercises to ensure optimal performance and resource utilization. Performance Optimization: Identify performance bottlenecks and optimization opportunities, working with teams to implement solutions for improved performance. - Behavioural Competencies Leadership Ability Problem Solving Empathy for customers Technical Skills Microservices Architecture Cloud Platforms (AWS) Monitoring Tools (App D, ELK, CloudWatch) Indicative Activities- Information Classification: Internal Lead Reliability Initiatives: Drive efforts to improve reliability through proactive monitoring, automation, and performance optimization. Develop Incident Management Processes: Establish incident management processes and procedures to ensure timely resolution of incidents and minimize impact on users. Implement Automation Solutions: Identify opportunities for automation and develop scripts, tools, and workflows to automate routine tasks and streamline operations. Perform Capacity Planning: Collaborate with teams to assess resource requirements and plan for scaling needs based on usage patterns and growth projections. Optimize Performance: Analyze system performance metrics, identify areas for improvement, and implement optimizations to enhance system performance and reliability. Mentor Partner Team, Infrastructure Teams (DevOps), Development Teams Provide guidance, support, and mentorship to SRE team members, fostering a culture of continuous learning and development