Technical Analyst

Job Description:

Job Title:  Service Excellence – Technical Specialist – L2 (.NET / AWS) 

Experience: 5+ years

Type: Contract / Full-time

Start Date: Immediate
 

About the Role:

We are seeking a highly skilled Service Excellence – Technical Analyst with deep expertise in AWS cloud, and .NET-based enterprise systems.
This role is central to strengthening our IT Service Excellence framework, driving operational stability, establishing level-based support operating models, and ensuring world‑class service delivery for mission-critical applications.

The ideal candidate has a strong engineering foundation, exceptional analytical skills, and a continuous-improvement mindset to reduce incidents, streamline operations, and elevate service quality across the organization.

Key Responsibilities –

A. Service Excellence & ITIL Governance

• Drive Incident, Problem, and Change Management processes aligned to ITIL best practices.
• Own all P1/P2 escalations, ensuring timely communication, RCA, corrective actions, and prevention plans.
• Lead service governance forums, SLAs, KPIs, and operational dashboards.
• Define and mature L1/L2/L3 operating model, ensuring clarity in responsibilities, workflows, and escalation paths.
• Ensure compliance with service management standards and audit requirements.

B. L2/L3 Application Support (.NET / AWS)

• Provide expert-level support for .NET-based applications, cloud-native systems, and integrated enterprise platforms.
• Conduct deep technical troubleshooting, log analysis, performance tuning, and stability improvements.
• Support production releases, environment troubleshooting, and configuration management.
• Partner with DevOps and Engineering teams to ensure stability across cloud, API, and backend systems.

C. AWS Cloud & Engineering Excellence

• Troubleshoot AWS components such as Lambda, API Gateway, S3, CloudFront, DynamoDB, RDS etc.
• Improve observability through dashboards, alerting, and event correlation tools.
• Contribute to automation (monitoring, logging, self-healing workflows) to reduce manual intervention.
• Advocate for SOLID design principles, code quality, and maintainability when partnering with product engineering.

D. Cross-functional Collaboration

• Work closely with Product, Development, QA, DevOps, Account Teams, and Vendor Partners.
• Communicate technical issues, impact, risks, and resolutions with clarity to business stakeholders.
• Document system behaviours, incident details, RCA findings, and create reusable knowledge libraries.

E. Continuous Improvement & Operational Maturity

• Identify recurring issues and drive permanent fixes through structured RCA techniques.
• Reduce operational noise by improving automation, stability, and monitoring.
• Mentor L1/L2 teams; elevate their capability using structured training and SME models.
• Contribute to service improvement programs, process optimization, and platform modernization initiatives.

Qualifications & Experience

• Bachelor’s degree in computer science, Engineering, or equivalent.
• 8–12 years of experience in application support / service delivery / production engineering.
• Minimum 3–5 years in L2 support in .NET & AWS-driven environments.
• Experience supporting global teams and 24/7 production environments.
• ITIL certification optional but highly preferred.

Technical Skills

• Strong understanding of .NET / C# applications, Angular, SQL, APIs, microservices, and backend architecture.
• Hands-on expertise with AWS: Lambda, API Gateway, CloudFront, S3, CloudWatch, ECS/EKS (optional).
• Proficiency in SQL Server / PostgreSQL, performance analysis, and query optimization.
• Experience working in enterprise production support, ideally with distributed or cloud-native systems.
• Familiarity with tools such as Azure DevOps, Git, JIRA, Splunk/ELK, Dynatrace/NewRelic, AppDynamics.

Why Join Us?

This role offers the opportunity to:

• Lead core global engineering teams at the heart of our IT Service Excellence transformation.
• Shape the future of enterprise platforms and service reliability for a global organization.
• Be both a technical leader and a service excellence champion, driving innovation while ensuring stability and customer satisfaction.