Job Description

Analyst III – Reliability Operations

Role Summary
The Analyst III is a senior operational leader who acts as Incident Commander during major outages, leads problem management efforts, and reviews/approves complex changes for operational readiness. This role partners closely with SRE and engineering teams on reliability strategy.
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Key Responsibilities
Incident Management
•    Lead high severity P1/P0 incidents as Incident Commander.
•    Coordinate cross functional engineering teams in real time.
•    Drive rapid troubleshooting, impact assessment, and resolution decisions.
•    Ensure high-quality incident documentation, executive-ready summaries, and follow through
•    Apply Technical knowledge of Application architecture flows in driving the incident towards mitigation 
Problem Management
•    Lead problem investigations for major or recurring incidents.
•    Perform deep root cause analysis with engineering teams.
•    Validate corrective actions and track long-term problem remediation.
•    Present problem findings and preventive strategies to leadership.
Change Management
•    Review and approve high-risk or complex changes for operational readiness.
•    Participate in Change Advisory Board (CAB) when needed.
•    Validate rollback strategies and operational safety measures.
•    Lead change execution for major maintenance or reliability events.
Reliability Leadership
•    Drive reliability initiatives to reduce MTTA, MTTR, and incident volume.
•    Mentor junior analysts on incident handling and operational maturity.
•    Partner with SRE teams to expand observability, automation, and resilience.
•    Partner with SRE/Engineering teams on service reliability initiatives.
•    Lead maintenance events, failover tests, and resilience validation exercises.
•    Review and enhance runbooks, automation workflows, and monitoring strategies
•    Contribute to Automation & AI Ideas for improving efficiency & reduce MTTM /MTTR
Reliability Engineering Contributions
•    Perform deep post incident analysis to identify systemic issues.
•    Contribute to automation solutions and self healing systems.
•    Own service reliability dashboards and operational KPIs.
Leadership & Mentoring
•    Provide technical leadership to Analyst I/II team members.
•    Serve as a point of escalation for complex incidents.
•    Lead operational readiness reviews and training sessions.
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Required Qualifications
•    3–5 years in SRE, Operations, Incident Management, DevOps, or related fields.
•    Expert knowledge of monitoring tools, logging systems, and incident response.
•    Strong troubleshooting skills: networking, Linux/Windows servers, cloud services.
•    Strong communication and leadership skills in high-pressure situations.
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Preferred Qualifications
•    Hands-on experience with cloud platforms (AWS, Azure, GCP).
•    Automation experience (Python, Go, Bash, or PowerShell).
•    Familiarity with microservices, containers, and distributed architectures.
 

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver