Technical Support - Lead Analyst

Key Skills: Technical Support, ServiceNow, Dynatrace, New Relic, Production Support, Application Support

Roles and Responsibilities:

• Respond to technical issues reported via eyes-on-glass monitoring, ServiceNow incidents, and user reports.
• Lead and coordinate managed incident calls, demonstrating effective leadership and communication.
• Provide Level 2.5 troubleshooting and incident resolution across multiple systems.
  
• Identify opportunities for process improvements and drive their implementation.
• Partner with cross-functional teams to enhance alerting and incident quality.
• Promote a culture of continuous improvement, accountability, and collaboration.

Skills Required:

Must-Have:

• Hands-on experience with ServiceNow (incident, problem, and change management)
• Strong background in Technical Support (Level 2 / Level 2.5 troubleshooting)

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• Proficiency in Dynatrace for monitoring and issue resolution

Nice-to-Have:

• Exposure to Application Support and Production Support environments
• Familiarity with New Relic for performance monitoring and diagnostics
• Strong leadership, communication, and incident management skills

Education: Bachelor's Degree in related field