Application performance Analyst

THE POSITION:

As an Application Performance Analyst working within our NOC group you will manage missioncritical operating service events. This role is responsible for monitoring and managing APIs via alerts logs and dashboard monitoring.  The goal of this role is to provide high quality support metrics and enhance the speed to catch and resolve issues.  You will manage incident escalations work closely with subject matter experts and operational leads and monitor trends to drive continuous process and service improvements. You will collaborate with the broader technology organization to deliver operational services that scale to meet business needs and ensure solutions meet required business operations SLAs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• • Provide 24x7 application monitoring ensuring continuous visibility into application and end-user services with proactive identification of incidents outages and performance degradation.
  • Monitor and oversee Sev 1 and Sev 2 alerts tickets dashboards and incidents related to the health of our applications and service operations
  • Manage incident events and escalation coordination
  • Utilize monitoring alerting and ticketing tools to analyze escalate and resolve service issues
  • Coordinate with SMEs Tier 2 leads and partners during incident resolution
  • Communicate operational issues trends and risks clearly and professionally to stakeholders
  • Identify opportunities for service process and performance improvements
  • Develop and maintain operational reporting including weekly and monthly metrics and trend analysis
  • Perform additional duties and projects as assigned
  • Understand our business model and product services delivered to our customers
  • Cross-Functional Collaboration
  • Communicate professionally and effectively with users stakeholders and technical teams to understand issues and deliver solutions.
  • Demonstrate a commitment to diversity equity and inclusion through continuous development modeling inclusive behaviors and proactively managing bias. 
  • Continuous Improvement & Governance
  • Oversee development and maintenance of support documentation knowledge articles and standard operating procedures.
  • Drive service quality improvements aligned to SLAs and operational efficiency including reduction of alert noise and improved mean time to detect (MTTD).
  • Maintain accurate timely records within issue tracking and ITSM systems to support reporting trend analysis and continuous improvement.

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements listed below are representative of the experience education knowledge skill and/or abilities required.

• At Least 2-3 years of experience in an operations/Application Support role
• Demonstrate service orientation with urgency action and accountability
• Advocate for the clients and consumers we serve
• Robust analytical skills
• Prior experience with the following applications or something similar: MS Office Azure Monitor Snowflake AWS (CloudWatch) JIRA Pagerduty & Zendesk or ServiceNow
• Comfortable working autonomously and collaboratively with teammates across multiple geographies and time zones
• Flexible work schedule with ability to cover core US hours
• Effective communication skills
• Strong understanding of end-user computing environments enterprise applications and service management practices.

• Proven ability to manage incidents escalations and cross-team coordination in a production environment

Qualifications :

PREFERRED QUALIFICATIONS:

• Familiarity with monitoring logging and observability tools used in cloud and SaaS environments to support proactive incident detection and response.
• Ability to participate in and lead on-call and 24x7 support rotations for mission-critical services.
• Experience operating in regulated industries such as life sciences or healthcare is a plus.
• Experience in a start-up and/or in the Health Tech/Pharma Industry is a plus

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Additional Information :

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients best interest in mind.  

Client Delight I own every client experience and its impact on results.  

Take Action I am empowered and empower others to act now.  

Grow Talent I own my development and invest in the development of others.  

Win Together I passionately connect with anyone anywhere anytime to achieve results.  

Communication Matters I speak up to create transparent thoughtful and timely dialogue.  

Embrace Diversity I create an environment of awareness and respect.  

Always InnovateI am bold and creative in everything I do. 

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

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Remote Work :

No

Employment Type :

Full-time