Sr. Engineer - Operations Support 4B
Core
Business Analyst bridging end-users and technical teams to diagnose live system issues, manage incidents, and translate operational problems into functional requirements.
Role type
Business Analyst with Production Support
Builds
Permanent software and product fixes based on translated operational requirements
Domain
IT Operations / Enterprise Software Support
Deliverable
product features
Required skills
Incident Management, Root Cause Analysis, User Story Creation, Agile/Scrum, Ticketing Systems, Technical Troubleshooting, SLA Tracking, UAT Support, Stakeholder Communication
Preferred skills
Snow, Jira, .NET technology, Advanced ticketing systems, Kubernetes, CISSP, CKA, CSAM, ITIL Foundation, ServiceNow
Technologies
ServiceNow Platform, Oracle Exadata, Oracle Solaris, Windows Server, Snow, Jira
Responsibilities
Diagnose live system issues and analyze root causes, Manage incident tickets and track SLAs, Translate technical concepts for business teams and business goals for developers, Perform advanced technical investigation into application errors and performance lags, Support user acceptance testing (UAT) and verify final solutions, Route complex technical issues to L3 team within target SLAs
Seniority
Individual Contributor