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.
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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
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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:
o API responses and endpoint behavior
o Application errors (e.g., HTTP 500s)
o Latency and performance degradation
o Infrastructure and database indicators (CPU, memory, query performance)
· Participate in incident bridge calls, providing real-time technical insights.
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2. 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.
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3. 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).
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4. Release-Aware Support & QA Mindset
· Collaborate with the Release Manager and DevOps teams on frequent (multi-weekly) releases.
· Correlate incidents with:
o Recent deployments
o Configuration changes
o Feature rollouts
· Apply a QA-oriented mindset to validate system behavior post-release.
· Support hypercare and post-release monitoring activities.
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5. Runbooks, Knowledge & Process Maturity
· Execute and continuously improve runbooks and standard operating procedures (SOPs).
· Document:
o Troubleshooting steps
o Known issues
o Root cause indicators
· Drive standardization of triage and escalation processes.
· Contribute to problem management lifecycle and post-incident reviews (PIRs).
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6. Service Management & ITIL Alignment
· Operate within ServiceNow (incident, change, and problem management) and Atlassian (JIRA, Confluence, Bitbucket).
· Improve:
o Ticket quality
o Categorization and prioritization
o Escalation readiness
· Support CAB readiness activities by providing operational insights.
· Contribute to defining an L1–L2–L3 escalation framework.
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7. Automation, AI & Continuous Improvement
· Leverage emerging AIOps and automation capabilities for:
o Alert correlation
o Root cause identification
· Identify opportunities to reduce manual triage effort.
· Collaborate on improving integration between:
o ITSM (ServiceNow)
o Monitoring/observability tools
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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:
o Monitoring/APM tools (Datadog, Dynatrace, Splunk, etc.)
o Incident management platforms (ServiceNow preferred)
· Ability to interpret:
o Logs, APIs, and system metrics
o Performance and error patterns
· Solid understanding of ITIL processes (Incident, Problem, Change).
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Preferred Qualifications
· Experience in cloud environments (GCP, Azure, or AWS).
· Exposure to CI/CD pipelines and DevOps practices.
· Familiarity with:
o CRM platforms (e.g., Salesforce, Dynamics)
o Job orchestration/batch processing tools
· Experience in high-availability, customer-facing digital systems.
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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
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Team Structure & Operating Model
· Reports to: Director, Digital Service Management & Operations (Javier Mercado)
· Works alongside:
o DevOps & Engineering teams (CI/CD, releases, platform ownership)
o Release Manager (new role)
o Service Desk (L1) and Engineering (L3)
· Part of building a dedicated L1–L2–L3 support model

Digital Support Analyst (Level 1.5/Level 2)

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