BPMLinks - Technical Analyst - Incident Management (6-8 yrs)

JOB SUMMARY

We are seeking a dedicated Technical Analyst to join our Problem Management team.

This role is essential for identifying, analyzing, and resolving technical issues within our Product, Service, data and environment.

The ideal candidate will possess strong analytical skills and a solid technical background, enabling them to effectively troubleshoot and implement solutions that enhance system, product reliability, performance, and customer satisfaction.

JOB RESPONSIBILITIES

1.Problem Analysis and Resolution

- Analyze incidents created by the Incident Management team through log analysis, pattern recognition, and root cause identification

- Create and reproduce defects through systematic investigation

- Work with Engineering Development teams to develop permanent solutions

- Partner with product owners to transform defects into product features when appropriate

- Develop and enhance troubleshooting tools for improved analysis

- Identify and implement process improvements in the problem management function

- Utilize GenAI capabilities provided by Elastic for troubleshooting and preventive measures

2. Cross-Functional Work and Documentation

- Collaborate with Development, Infrastructure, Data teams, Change Management, and Release Management

- Facilitate communication between incident management and leadership on defect status

- Attend Scrum team demos to understand new product features and production defect fixes

- Maintain and report metrics and trends to management

- Understand, adhere to, and enforce all corporate policies

- Additional duties as assigned by management

Technical Skills :

- Bachelor's degree in Computer Science or Information Technology

- 6-8 years of experience in Banking/Insurance Industry

- Proficiency in log analysis platforms including Elastic logs, APM logs, Discover logs, and ability to interpret complex log patterns

- Experience with API testing tools and methodologies (e.g , Postman collections, REST API, Swagger documentation)

- Strong understanding of cloud-based logging systems including AWS logs, Cloud Watch, and related monitoring tools

- Expertise in using ServiceNow for incident and problem management, including workflow automation and reporting

- Proficiency with project management and tracking tools (e.g, Rally, Jira) for defect management and sprint planning

- Experience with performance monitoring tools like Dynatrace for application performance analysis and troubleshooting

- Strong scripting and programming skills for automation and tool development

- Proficiency in using AI tools/connectors for enhanced problem analysis and resolution

- Experience with Rocket logs for mainframe and legacy system analysis