Applications Support Senior Analyst, Assistant Vice President

This is a Non-Production Management Technical L2 SRE Analyst position in North America DevOps, supporting Global Consumer Group applications.

About the role

The ideal candidate will have experience and broad knowledge of North America Consumer applications along with an interest in learning new technologies, including automation and artificial intelligence to avoid system problems and drive improved system & application service levels. This is a technical leadership position requiring strong organizational and communication skills in addition to analytical and troubleshooting talent. Partnership with Development Teams, Technology teams in CTI, and other Production Management teams is critical and required daily. You will work with peers in the DevOps team to drive stability, collaborate with the app Dev community, CTI partners, TPM, and other stakeholders to identify and create value chains, and conduct POCs to address gaps.

Responsibilities

• Provide expertise for various Distributed Consumer Applications across multiple Lines of Business in North America; serve as the primary point of contact for assigned LOB domain.
• Enable Production management processes in non-production environments to ensure environment stability and execute robust service readiness.
• Facilitate standard toolset adoption for all services in the domain.
• Act as L2 support for Problem management, Risk management, Change management, and CI/CD enablement pipeline for SRE functions.
• Hold overall accountability for non-production stability within your area/domain.
• Partner with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.
• Collaborate with SRE enablement to identify key areas and provide SRE recommendations from UAT to PERF and PROD for key business transactions.
• Identify and lead the implementation of Service Automation to reduce costs, risk, and improve efficiency.
• Continually evolve working practices within Production Management to improve efficiency and productivity.
• Conduct blameless problem management/post-mortem for major incidents, develop executive briefings, assess impacts, and drive service improvements to prevent recurrence.
• Provide expert support for P1/P2 incidents related to Apigee, DataPower, and other legacy tech stacks or applications; participate in triaging calls to drive issues to resolution.
• Create PMRs for P1/P2 incidents and close actions.
• Identify risks in the non-production estate, classify them, and work with peers to create and drive Service Improvement plans to closure.
• Create Operational readiness documents for major initiatives and provide seamless handover to production teams.
• Work with the SRE team to proactively analyze UAT and PERF views before handover to production management.
• Accountable for end-to-end service health of NAM Core space.
• Overall accountability for patching, changes, infra changes, certificates, and other activities in your assigned domain.
• Accountable for monitoring setup and usage by stakeholders; collaborate with the monitoring team for overall accountability.
• Represent the DevOps team in digital forums, facilitate report generation, and create presentations.
• Be proficient in technologies such as OSE, Apigee, Kubernetes, and other new-age technologies.
• Adopt automation laid down by Production Management automation and AIOps.
• Support and achieve successful internal audits.

Requirements

• 5–7 years of environment support experience with North America Consumer applications.
• Experience or familiarity with Cloud Technology is a plus.
• Solid ITIL Foundation understanding.
• Engineering background in system administration, development, DevOps, or equivalent field, preferably with experience in Distributed Consumer applications.
• Ability to develop and manage relationships at all levels.
• Experience in observability skills (e.g., Google Cloud Observability & Grafana).
• Competent with cloud concepts such as API, web services, and microservices.
• Strong analytical, algorithmic, and critical thinking skills.

Skills

• Strong analytical and critical thinking skills with the ability to logically break down tasks into smaller, manageable parts.
• Solid understanding of systems and application design.
• Systematic problem-solving approach.
• Effective communication skills and a strong sense of ownership and drive.
• Adaptable and able to work with large, complex, multi-team owned services.
• Extremely organized, detail-oriented, and thorough in every aspect.
• Able to balance multiple tasks and projects effectively while adapting to new variables.
• Creative and innovative thinking balanced with a strong sense of ownership, customer service, and integrity demonstrated through clear communication.
• Drive, self-motivation, and eagerness to learn.
• Knowledge of technologies like OSE, Kubernetes, APIGEE, Platform services, DataPower, Google Cloud, AWS, CI/CD pipeline, and ITIL/Service Management.

Qualifications

• Bachelor’s/University degree or equivalent experience.
• Certification in Site Reliability Engineer, DevOps, or Cloud and Generative AI Learning (preferred).
• Added benefit: Experience with databases such as Oracle, MSSQL, MongoDB, Teradata, DB2.

Benefits

• Competitive medical, dental, and vision coverage.
• 401(k) plan.
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• Discretionary and formulaic incentive and retention awards for eligible employees.

Pay

Full-time salary range: $87,280.00 – $130,920.00.

Schedule

Full time.

Primary location: Jacksonville, Florida, United States.