BPMLinks - Technical Analyst - Problem & Incident Management

JOB RESPONSIBILITIES :

1. Problem Analysis and Resolution :

- Analyze incidents created by the Incident Management team through log analysis, pattern recognition, and root cause identification

- Create and reproduce defects through systematic investigation

- Work with Engineering Development teams to develop permanent solutions

- Partner with product owners to transform defects into product features when appropriate

- Develop and enhance troubleshooting tools for improved analysis

- Identify and implement process improvements in the problem management function

- Utilize GenAI capabilities provided by Elastic for troubleshooting and preventive measures

2. Cross-Functional Work and Documentation :

- Collaborate with Development, Infrastructure, Data teams, Change Management, and Release Management

- Facilitate communication between incident management and leadership on defect status

- Attend Scrum team demos to understand new product features and production defect fixes

- Maintain and report metrics and trends to management

- Understand, adhere to, and enforce all corporate policies

- Additional duties as assigned by management

Technical Skills :

- Bachelor's degree in Computer Science or Information Technology

- 6-8 years of experience in Banking/Insurance Industry

- Proficiency in log analysis platforms including Elastic logs, APM logs, Discover logs, and ability to interpret complex log patterns

- Experience with API testing tools and methodologies (e.g , Postman collections, REST API, Swagger documentation)

- Strong understanding of cloud-based logging systems including AWS logs, Cloud Watch, and related monitoring tools

- Expertise in using ServiceNow for incident and problem management, including workflow automation and reporting

- Proficiency with project management and tracking tools (e.g, Rally, Jira) for defect management and sprint planning

- Experience with performance monitoring tools like Dynatrace for application performance analysis and troubleshooting

- Strong scripting and programming skills for automation and tool development

- Proficiency in using AI tools/connectors for enhanced problem analysis and resolution

- Experience with Rocket logs for mainframe and legacy system analysis