Technical Operations Analyst Serverless

Job description

**Role & responsibilities** - Monitor service operations and ensure SLA/SLO compliance. - Manage case queues, escalations, and operational performance. - Analyze reports and metrics to identify trends and improvement opportunities. - Conduct quality audits and provide feedback to improve service delivery. - Support onboarding, training, and knowledge-sharing initiatives. - Drive process adherence, governance, and continuous improvement. - Collaborate with stakeholders to resolve issues and enhance customer experience. - Act as an escalation point for operational and process-related concerns. **Preferred candidate profile** - Bachelor's degree in Computer Science, Information Technology, or a related field. - 6-8years of experience in Technical Support, Service Operations, or Cloud Operations. - Basic understanding of Serverless technologies and cloud platforms. - Experience with case management tools, dashboards, and operational reporting. - Strong analytical, troubleshooting, and problem-solving skills. - Knowledge of SLA/SLO monitoring, incident management, and process compliance. - Excellent verbal and written communication skills with stakeholder management experience. - Ability to work effectively in a fast-paced, 24x7 rotational shift environment. - Proactive mindset with a focus on continuous improvement and operational excellence.