Found Description
Role: External App Support Analyst
Key Responsibilities
- Provide 2nd-line production support for critical applications, owning investigation, escalation, and recovery of incidents.
- Act as the primary escalation point from Level 1 (L1) support, validating impact, priority, and troubleshooting evidence before escalating to Level 3.
- Manage assigned incident/problem/change queues to ensure timely updates, accurate categorization, and high-quality resolution/closure notes.
- Communicate clearly during service disruptions and contribute to post-incident reviews and corrective actions.
- Improve monitoring, observability, and alert quality to enable early issue detection and reduce noise.
- Identify and implement automation (e.g., scripting, Power Automate, AWS-based tooling) to reduce manual effort and improve reliability.
- Apply data-driven and AI-assisted tools (e.g., dashboards, Copilot, Amazon Q) to...