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 worldclass 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 -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

• Bachelors degree in computer science Engineering or equivalent.
• 812 years of experience in application support / service delivery / production engineering.
• Minimum 35 years in L2 support & 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.