Employer description & source details
Technical Investigation & Incident Management · Lead technical investigations for customer-impacting incidents and service degradations. · Analyze logs, backend behavior, monitoring data, service flows, and operational information. · Identify possible root causes and support sustainable resolution of complex issues. · Coordinate engineering, product, infrastructure, vendor, and support teams during incident resolution. · Drive Incident, Problem, Event, and Escalation Management activities according to defined processes. · Perform impact assessments across customers, markets, services, and backend components. · Act as a trusted operational partner for customers, product teams, and technical stakeholders. · Maintain continuous communication regarding investigation status, risks, and service impact. · Build strong relationships with product and engineering teams to improve collaboration and service quality. · Proactively identify risks, gaps, and improvement opportunities before they become customer escalations. · Organize alignment meetings, technical discussions, and workshops to drive issue resolution. Service Reliability & Continuous Improvement · Identify recurring issues, patterns, and service weaknesses. · Support Root Cause Analysis and define preventive actions. · Improve service stability through structured analysis and operational lessons learned. · Support automation, dashboarding, and AI-driven improvement opportunities. · Contribute to operational excellence across different products and projects. · Maintain high-quality documentation in Jira and Confluence. · Document investigation results, workarounds, root causes, and lessons learned. · Create and update analysis guides, operational procedures, and knowledge articles. · Ensure knowledge transfer across glo
Extracted skills: power bi, tableau, operations