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Technical Operations Analyst II
1 month ago
Technical Operations Analyst II
The Site Reliability Operations Insights team provides customer and system insights through customer feedback, live site monitoring, performance and service availability analysis. We focus on supporting and improving the production environment through detecting improvement opportunities, and friction points and quantifying the impact to drive prioritization with our product, technology, engineering and conversation platform teams.
What you’ll do:
Actively supervise customer experience through signals from customer feedback and monitoring the production environment
Use wide range of tools (internal / 3rd party) to troubleshoot and investigate the issues reported by customers and translate the findings into business recommendations
Identify and raise disruptions for any customer or agent-facing services or applications
Translate business impact on a global scale to support the determination of priority for a given issue
Write analytical narratives tailored to product needs that may push unlocked improvement opportunities in product backlogs
Engage with internal product and technology teams to further analyze and gather information
Provide reporting and analytics of customer insights and how they impact the business, including regular and ad-hoc reporting
Find opportunities to automate processes eliminating manual work and driving efficiencies
Understand and follow processes and knowledge documents with integrity
Collaborate with other teams to understand and stay updated on potential opportunities and work cohesively towards common goals
Assist on various projects and tasks as assigned by leadership
Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Share complex content in simple language (verbal and written) and lead by example for the team to look up to
Who you are:
The qualified candidate possesses 4+ years of experience in the customer analytics space
Strong analytical and quantitative skills – experience pulling, manipulating, and deriving insight off of data; SQL, Tableau, Adobe Analytics, Splunk, Datadog, Catchpoint
Entrepreneurial approach towards problems, meaning acumen and enthusiasm to solve abstract business problems by using data analytics
Understanding of Tech Ops workflows like incident management, production readiness and deployment, capturing failed customer interactions from live site monitors and identify signals for better customer experience
Experience using agile work management tools such as Jira, Trello or equivalent
Critical thinking skills and logical reasoning abilities are important for being effective in the role
Implementing the scientific method with the ability to correlate various data sources to strengthen investigation results with multiple lines of evidence
Use of good judgment and attention to detail to identify issues, perform analysis and share findings with product, engineering and business teams
Capable of efficiently prioritizing and executing tasks in an evolving environment
A curious mind and interest in understanding the nuances of a highly complex technology stack by performing self-motivated research to learn independently
A strong commitment and willingness to learn as well as share your knowledge with the team
Excellent written and verbal English skills
Willing to support the business in a 24*7 support model
Accountable – owns results and drives for further development
Natural Sense of Curiosity – always looks to understand what, why, how
Values working across functions – understands the benefit of every role
Has a Bias to Action – is results-oriented and acts with vitality
Data Driven – uses data to support decisions
Understanding of customer lifecycle, experiences and its drivers on platform sites such as Google, Amazon
Understanding of product campaigns, Test and Learns performed on products
Familiarity with distributed systems in the cloud, such as AWS, Google Cloud, Azure
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