Application performance Analyst

THE POSITION:

As an Application Performance Analyst working within our NOC group, you will manage mission‑critical operating service events. This role is responsible for monitoring and managing APIs via alerts, logs, and dashboard monitoring. The goal of this role is to provide high quality support, metrics, and enhance the speed to catch and resolve issues. You will manage incident escalations, work closely with subject matter experts and operational leads, and monitor trends to drive continuous process and service improvements. You will collaborate with the broader technology organization to deliver operational services that scale to meet business needs and ensure solutions meet required business operations SLAs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide 24x7 application monitoring, ensuring continuous visibility into application and end-user services, with proactive identification of incidents, outages, and performance degradation.

Monitor and oversee Sev 1 and Sev 2 alerts, tickets, dashboards, and incidents related to the health of our applications and service operations

Manage incident events and escalation coordination

Utilize monitoring, alerting, and ticketing tools to analyze, escalate, and resolve service issues

Coordinate with SMEs, Tier 2 leads, and partners during incident resolution

Communicate operational issues, trends, and risks clearly and professionally to stakeholders

Identify opportunities for service, process, and performance improvements

Develop and maintain operational reporting, including weekly and monthly metrics and trend analysis

Perform additional duties and projects as assigned

Understand our business model and product services delivered to our customers

Cross-Functional Collaboration

Communicate professionally and effectively with users, stakeholders, and technical teams to understand issues and deliver solutions.

Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Continuous Improvement & Governance

Oversee development and maintenance of support documentation, knowledge articles, and standard operating procedures.

Drive service quality improvements aligned to SLAs and operational efficiency, including reduction of alert noise and improved mean time to detect (MTTD).

Maintain accurate, timely records within issue tracking and ITSM systems to support reporting, trend analysis, and continuous improvement.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

At Least 2-3 years of experience in an operations/Application Support role

Demonstrate service orientation with urgency, action, and accountability

Advocate for the clients and consumers we serve

Robust analytical skills

Prior experience with the following applications, or something similar: MS Office, Azure Monitor, Snowflake, AWS (CloudWatch)