Digital Support Analyst

Job Description: Digital Support Analyst (Level 1.5/Level 2) Digital Service Management & Operations Position Overview We are seeking a highly motivated Digital Support Analyst (Level 1.5/Level 2) to help establish a modern, structured digital support and services model. This role will serve as a critical triage and diagnostic layer between the service desk (L1) and engineering teams (L3), transforming support from a reactive intake function into a proactive, insight-driven operations capability. Reporting to the Director, Digital Service Management & Operations, this role will focus on incident triage, monitoring, troubleshooting, and release-aware diagnostics across a complex, integrated application and cloud environment. Context & Mission The current support model operates as a broad, centralized intake layer covering end-user support, applications, and cloud infrastructure, but lacks: • Dedicated monitoring (“eyes-on-glass”) • Structured triage and diagnostic capability • Deep technical ownership at the L1/L2 layers This role is designed to: • Introduce structured L1.5/L2 triage and investigation • Improve incident quality and escalation effectiveness • Enable proactive monitoring and operational stability • Support a high-frequency release environment Key Responsibilities 1. Incident Triage & Technical Investigation (Core Focus) • Act as the primary L1.5/L2 triage layer, analyzing alerts, incidents, and system anomalies. • Perform initial troubleshooting and diagnostics before escalation to L3 teams. • Develop structured problem statements with actionable insights for engineering teams. • Interpret and analyze: • API responses and endpoint behavior • Application errors (e.g., HTTP 500s) • Latency and performance degradation • Infrastructure and database indicators (CPU, memory, query performance) • Participate in incident bridge calls, providing real-time technical insights. 1. Monitoring & “Eyes-on-Glass” Operations • Support the development of a dedicated monitoring capability. • Continuously monitor systems using observability/APM tools (e.g., Datadog, GCP, Idera). • Correlate alerts and identify patterns, anomalies, and early warning signals. • Shift operations from reactive escalation → proactive issue detection and prevention. 1. Cross-Functional Troubleshooting • Investigate issues across integrated front-end, back-end, and cloud platforms (e.g., GCP environments). • Perform cross-stack analysis, recognizing that issues may span multiple systems. • Provide context-aware insights (e.g., dependency-related failures like external platform issues). 1. Release-Aware Support & QA Mindset • Collaborate with the Release Manager and DevOps teams on frequent (multi-weekly) releases. • Correlate incidents with: • Recent deployments • Configuration changes • Feature rollouts • Apply a QA-oriented mindset to validate system behavior post-release. • Support hypercare and post-release monitoring activities. 1. Runbooks, Knowledge & Process Maturity • Execute and continuously improve runbooks and standard operating procedures (SOPs). • Document: • Troubleshooting steps • Known issues • Root cause indicators • Drive standardization of triage and escalation processes. • Contribute to problem management lifecycle and post-incident reviews (PIRs). 1. Service Management & ITIL Alignment • Operate within ServiceNow (incident, change, and problem management) and Atlassian (JIRA, Confluence, Bitbucket). • Improve: • Ticket quality • Categorization and prioritization • Escalation readiness • Support CAB readiness activities by providing operational insights. • Contribute to defining an L1–L2–L3 escalation framework. 1. Automation, AI & Continuous Improvement • Leverage emerging AIOps and automation capabilities for: • Alert correlation • Root cause identification • Identify opportunities to reduce manual triage effort. • Collaborate on improving integration between: • ITSM (ServiceNow) • Monitoring/observability tools Required Qualifications • 3–6 years of experience in application support, production support, or digital operations. • Strong troubleshooting experience in complex, integrated environments. • Hands-on experience with: • Monitoring/APM tools (Datadog, Dynatrace, Splunk, etc.) • Incident management platforms (ServiceNow preferred) • Ability to interpret: • Logs, APIs, and system metrics • Performance and error patterns • Solid understanding of ITIL processes (Incident, Problem, Change). Preferred Qualifications • Experience in cloud environments (GCP, Azure, or AWS). • Exposure to CI/CD pipelines and DevOps practices. • Familiarity with: • CRM platforms (e.g., Salesforce, Dynamics) • Job orchestration/batch processing tools • Experience in high-availability, customer-facing digital systems. Key Competencies • Strong analytical and diagnostic mindset • Ability to move beyond escalation to true problem investigation • Curiosity and ownership in understanding root causes • Effective communication in high-pressure incident scenarios • Ability to work across applications, infrastructure, and QA domains Team Structure & Operating Model • Reports to: Director, Digital Service Management & Operations (Javier Mercado) • Works alongside: • DevOps & Engineering teams (CI/CD, releases, platform ownership) • Release Manager (new role) • Service Desk (L1) and Engineering (L3) • Part of building a dedicated L1–L2–L3 support model