We are looking for a Data Analyst to assist with monitoring and managing the end to end suite of customer facing services supporting device families while assuring performance levels, customer experience and service uptime meets/exceeds service plan definitions. The right candidate has experience leveraging platforms for operational insights and thrives in an autonomous work environment with the ability to lead cross-functionally through highly technical efforts and changing requirements.
— Quickly respond and drive service impacting issues to resolution or proper escalation
— Create monitoring dashboards, drive data ingestion efforts and develop customer experience performance monitoring/alerting in Splunk
— Input on service catalog development including identifying dependencies, deficiencies and performance reporting methodologies on services
— Timely and frequent communication impact/status on incidents and issues resolution
— Responsible for proactive detection of service impacting performance faults through monitoring, alerts, etc.
— Documentation of application flows, monitoring techniques and resolution playbooks
— Work cross-functionally on a technical level with engineering and development groups, maintaining end to end consideration in service impact
— On-call duties as required
— Key part of constant improvement process. Recommending and implementing solutions to mitigate repeat issues and early detection
— Subject matter expert on assigned services through constant proactive research and understanding of complex service chains through detailed log analysis, hypothesis testing and observability often without guidance or complete documentation
— Communicate/escalate issues to appropriate functional areas with supporting evidence from application event logs, service trend data etc
— 3+ years of experience supporting services or customers in a service provider or product environment
— 3+ years of experience working with log and service monitoring tools (Splunk, Datadog, Dynatrace, etc)
— Experience in data analytics and engineering support
— Working experience with SQL, data storage and ETL pipelines
— 3+ years of search, report, and dashboard development expertise using Splunk Enterprise
— Demonstrated leadership, communication, and customer service skills
— Excellent analytical and problem-solving skills, coupled with discretion and sound independent judgment
— An analytical mindset with the ability to visualize, articulate, and solve both complex and uncomplicated problems and concepts, and make decisions that make sense based on available information
— Strong interpersonal skills through keen understanding of their own behavior and work style with tolerance of others styles, needs and viewpoints.
— Appreciation, understanding and ability to thrive in an autonomous work environment with the ability to work in self-organizing teams towards a common goal
— An appreciation and focus on the full stack of technologies driving a solution/experience.