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Technical Operations Analyst II

4 months ago

Gurugram, India Expedia Group Full time

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