Sr. TechOps Analyst

Summary

The TechOps area at Pismo is dedicated to ensuring seamless operational experiences for both clients and internal teams. This function is structured around two key pillars: Support Operations and ITSM Governance. Together, these teams act as a central hub, connecting various stakeholders across the organization.

TechOps provides essential tools, well-defined processes, and insightful operational reporting to support day-to-day activities. Additionally, the team is responsible for managing and resolving a wide range of inquiries, ensuring that operational challenges are addressed efficiently and effectively. 

What you'll do

• Track and Monitor Resilience Initiatives: Oversee and track the progress of existing resilience initiatives, ensuring they meet performance and availability targets.


• Define and Measure Availability Metrics: Collect, analyze, and report on current availability metrics to assess system performance and identify areas for improvement.


• Collaborate with Engineering and SRE Teams: Work closely with Engineering and SRE teams to identify opportunities for enhancing system resilience and availability.


• Incident Management: Engage with development and incident management teams to understand potential impacts, identify patterns, and improve the incident management discipline.


• Problem Management: Collaborate with Pismo teams to ensure continuous improvement and effective resolution of issues caused by incidents.


• Documentation: Maintain detailed records of availability metrics, project progress, and issue resolutions to ensure transparency and accountability.


• Continuous Improvement: Recommend and implement improvements to existing processes and systems to enhance overall resilience and performance.


• Training and Development: Assist in the development and delivery of training programs to enhance team members' understanding of resilience practices and tools.

Minimum Qualifications

Language Skills:

• Fluent/Native English

Technical Skills:

• Strong understanding of system performance metrics and monitoring tools


• Familiarity with resilience and availability metrics is desired


• Previous experience with SaaS or microservices


• Ability to collect, analyze, and interpret data to identify trends and areas for improvement.


• Previous experience working with observability tools such as Datadog, Grafana, Dynatrace or others.

Desirable Qualifications

• ITSM Process - Experience working closely with incident and problem management processes.


• Skills to evaluate and creat Root cause analysis for incidents is desired


• Reporting - Elaboration of reports to senior stakeholders


• Presentations for Stakeholders