Technical Support Senior Analyst

Job description

Key Skills: Api, AWS, Java, Production Support, Dynatrace, ServiceNow, Splunk, IVR Roles and Responsibilities: • Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers. • Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution. • Use ServiceNow and related workflows to assign, escalate, track, and close defects and incidents through completion. • Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates. • Support operational readiness activities, including change management coordination and weekend validation support. Skills Required: • 3-5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support. • ServiceNow for incident/defect management and ITSM workflows. • API troubleshooting and support for production services. • Observability tooling experience with Splunk and Dynatrace. • Production support experience with AWS and Java-based applications. Good to Have: • IVR (Interactive Voice Response) and contact center call routing exposure. Education: Bachelor's degree in Computer Application, Computer Engineering, Computer Science, or Computer Science Engineering (or equivalent experience).