Technical Business Analyst

Jsr-Tech-Consulting; Newark (NJ); On-site; USD 90,000 - 140,000; Full time

Job summary

Jsr-Tech-Consulting is seeking an experienced Technical Business Analyst to lead production support for client-facing applications in Newark, NJ. You will guide a dedicated support team, collaborate with engineering, manage incidents, and communicate with stakeholders to minimize downtime and improve user experience.

You will oversee triage, root cause analysis, and post-incident reviews, while defining monitoring, runbooks, and escalation protocols.

Qualifications

• Proven experience in a production support leadership role for client facing applications.
• Strong understanding of incident management frameworks.
• Proficiency in troubleshooting application, database, and infrastructure issues.
• Familiarity with monitoring tools such as Dynatrace, Datadog, Splunk.
• Familiarity with incident management platforms such as ServiceNow.
• Ability to prioritize tasks effectively and communicate technical concepts to non-technical stakeholders.
• Excellent problem solving skills and a calm, solution-focused approach under pressure.
• Experience working in AWS.
• Familiarity with CI/CD pipelines and release management processes.

Responsibilities

• Oversee triage, investigation and resolution of production issues with timely updates.
• Manage incident response, documentation and post-incident reviews to identify preventative actions.
• Establish escalation protocols and ensure SLA adherence.
• Coordinate resolution with dependencies outside the immediate team.
• Coordinate knowledge transfer between development teams and L1/L2 triage to create runbooks.
• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution.
• Foster ownership mindset for system health and stability.
• Define and maintain monitoring solutions and proactive dashboards with alerts.
• Develop runbooks, SOPs and knowledge base articles for consistent response procedures.
• Serve as the primary contact for production incidents and provide updates to leadership and clients.
• Identify recurring incidents and drive permanent fixes to improve reliability and performance.

Skills

production support leadership

incident management frameworks

troubleshooting applications

communicating with stakeholders

AWS experience

prioritization and task management

cross-team collaboration

release management processes

Tools

Dynatrace

Datadog

Splunk

ServiceNow

Job description

Job Description

We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.

Key Responsibilities

Incident Management and Resolution

• Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates
• Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions
• Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs)
• Coordinate resolution and follow ups with dependencies outside immediate team
• Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base

Team Leadership and Coordination

• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing
• Foster a strong ownership mindset within the team, ensuring accountability for system health and stability

Monitoring and Alerting

• Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues
• Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams

Process and Documentation

• Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures
• Establish best practices for incident response, including communication templates and decision frameworks

Stakeholder Communication

• Serve as the primary point of contact for production issues affecting client experiences
• Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.

Continuous Improvement

• Identify patterns in recurring incidents and partner with development teams to implement permanent fixes
• Drive initiatives to enhance system reliability, scalability, and performance.

Qualifications and Skills

• Proven experience in a production support leadership role for client facing applications
• Strong understanding of incident management frameworks
• Proficiency in troubleshooting application, database, and infrastructure issues
• Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc
• Familiarity with incident management platforms such as ServiceNow
• Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakehodlers
• Excellent problem solving skills and a calm, solution-focused approach under pressure
• Experience working in AWS
• Familiarity with CI/CD pipelines and release management processes

Preferred

• Background in software development or scripting for automation
• Previous experience in the financial services industry

Success Metrics

• MTTA: Mean time to acknowledge
• MTTR: Mean time to resolve
• Stakeholder satisfaction with incident communication
• Knowledge base usage rate and coverage
• Number of issues handed over to L1/L2, EMKT teams
• Measure # of system identified vs user reported alerts and trends over time
• Enhancements and alerts requested
• Minimize # of user reported incidents
• Measure incidents resolved with L1/L2 without app support team
• Reduction in resolution times due to documented processes