Production Support - Splunk & Dynatrace

Role description

Description

The Technical Analyst II supports command center operations through Event Logistics Incident Logistics and production support activities This role opens and supports incident bridges engages responder teams analyzes events and telemetry data maintains accurate incident records and supports restoration execution across Event Incident Change and Problem Management processes

The role is calibrated for approximately 3 years of relevant experience and is expected to operate independently within documented procedures while developing stronger proficiency in live incident coordination priority alignment operational documentation and crossteam collaboration

Key Responsibilities

• Open and support incident bridge lines engage appropriate responder teams and coordinate assigned logistics activities through restoration
• Monitor and analyze operational events s incidents service disruptions telemetry logs dashboards and change activity across enterprise environments
• Correlate events s incidents and changes to establish probable impact support severity alignment and determine when escalation or additional engagement is required
• Maintain realtime incident records timelines action items decisions status updates and lifecycle documentation in the approved system of record
• Execute escalation activities using documented thresholds business impact urgency severity criteria and major incident engagement standards
• Partner with application infrastructure resolution and support teams to support containment restoration service recovery and clean shift handovers
• Provide factual operational updates and supporting details for incident partners and communications owners
• Apply ITSM Event Management Incident Management Change Management and Problem Management procedures to support disciplined execution and governance compliance
• Identify recurring patterns noise manual steps and operational trends that can improve triage runbooks thresholds and incident response effectiveness
• Demonstrate composure accuracy collaboration and followthrough during live incidents and changing operational priorities