Senior Support Analyst - Incident Manager (Remote)

Cognizant; Calgary; Hybrid; CAD 64,000 - 103,000; Full time

Job summary

A leading technology company is seeking a Senior Support Analyst to act as a primary contact for domain-related queries. You will lead incident management, conduct root cause analyses, and ensure application stability for a Digital Commerce platform. The ideal candidate has 6+ years of experience, especially with Spring Boot and database troubleshooting. This position offers a hybrid work environment, competitive salary between $64,734 - $102,500, and a variety of benefits including medical insurance and paid time off.

Benefits

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Qualifications

• Minimum of 6+ years of relevant work experience.
• Proven experience with Spring Boot microservices and Spring Batch.
• Strong knowledge of databases like MySQL and MongoDB.

Responsibilities

• Lead technical troubleshooting for high-severity incidents.
• Conduct deep-dive investigations into recurring issues.
• Monitor application performance and troubleshoot database queries.

Skills

Spring boot Micro services

Spring batch

Node.js

Apache

Redis

MySQL

MongoDB

Kafka

Git

Jenkins

Adobe Experience Manager

Job description

As a Senior Support Analyst – Managed Services you will make an impact as the primary point of contact for all domain-related queries and issues. You will be a valued member of the team and work collaboratively with management, team members and client.

In a Managed Services environment, the Technical SME (Subject Matter Expert) acts as the bridge between Level 1/2 support teams and the core engineering/development teams. Primary goal is ensuring system stability, rapid incident resolution, and continuous operational improvement for the Digital Commerce platform.

We believe remote is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, if this is a hybrid position, it will require 3-4 days a week in the client or Cognizant office. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

Location: Remote

Role & Responsibilities

Incident & Problem Management

• High-Severity Incident Command: Lead technical troubleshooting for P1/P2 incidents. You are the "go-to" person when the site goes down or checkout fails.
• Root Cause Analysis (RCA): Conduct deep-dive investigations into recurring issues.
• Tech Specifics: Analyze Spring Boot logs (via Splunk/ELK/Cloud Logging) to trace 5xx errors. Investigate Kafka dead-letter queues to find stuck orders or failed messages.

Database Troubleshooting

• Query MySQL to verify transactional integrity (e.g., "Why did the order status not update?").
• Inspect MongoDB collections for product catalog inconsistencies.
• SLA Management: Ensure response and resolution times meet the contractual Service Level Agreements (SLAs).

Application & Infrastructure Monitoring

• Proactive Health Checks:
  • Monitor GCP dashboards (Stackdriver/Cloud Monitoring) for CPU spikes or memory leaks in microservices containers.
  • Check Redis hit/miss ratios to ensure caching is effective and not causing latency.
• Batch Job Supervision:
  • Monitor Spring Batch jobs (usually nightly or intra-day) for inventory syncs or pricing updates. Rerun failed steps and fix data anomalies preventing completion.
• AEM & Content Sync:
  • Monitor the replication agents between AEM (Author/Publish) and the commerce engine. Ensure content fragments (images, banners) are rendering correctly on the Node.js front end.

Release, Deployment & DevOps

• Release Gatekeeping: Review deployment plans before they go to production to assess risk.
• CI/CD Pipeline Support:
  • Troubleshoot Jenkins build failures
  • Assist with Git merge conflicts or branching strategies during hotfix creation
  • Configuration Management: Manage environment variables and secrets in GCP (Secret Manager) or Spring Cloud Config to ensure lower environments match Production configurations where appropriate.

Continuous Improvement & SME Activities

• Knowledge Management: Create and update "Runbooks" and Knowledge Base (KB) articles for L1/L2 support teams (e.g., "How to restart the Apache web server safely" or "Steps to clear the AEM Dispatcher cache").
• Performance Tuning:
  • Identify slow API endpoints in Spring Boot.
  • Recommend index improvements for MySQL or MongoDB based on slow query logs.
• Capacity Planning: Review traffic trends (e.g., upcoming holiday sales) and recommend scaling strategies for GCP pods.

Vendor Transition & Knowledge Transfer

• Actively participate in the handoff process from the outgoing vendor, ensuring comprehensive understanding and documentation of existing data pipelines, configurations, and support procedures.
• Identify potential legal risks and develop strategies to mitigate them.
• Conduct regular audits to ensure ongoing compliance and process efficiency.

Required Skills

• Minimum of 6+ years of relevant work experience
• Primary required Tech Stack: Spring boot Micro services, Spring batch, Node.js
• Secondary required Tech-Stack: Apache, Redis, Mysql, MongoDB, Kafka, Git, Jenkins, Adobe Experience Manager.

Applications will be accepted until 01/14/2026

The annual salary for this position is between $64,734 – $102,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right