Senior Technical Analyst, Technical Operations

TechOps Services is responsible for production readiness, reliability, and operations of the company backend infrastructure powering many of the company's products and services. The team is critical to deliver a delightful customer experience and to support the success of our internal engineering teams.

Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

Job Summary:

As Sr Technical Analyst, Technical Operations, production systems healthy at global scale, leading shifts and escalations, owning runbooks and alert quality for assigned services, and helping build the operational practices that allow us to onboard and support new services with confidence.

You will be part of an organization made up of three complementary teams.

• Technical Operations is responsible for production readiness and service onboarding, alert response and first-line eyes-on-glass monitoring, defining alerts and thresholds, escalation management, backend capacity management and load testing, and third-layer support for technically complex customer issues.
• Reliability Platforms is responsible for the traffic, compute, and streaming platform layers, and for the reliability tooling that engineers reliability, resiliency, and self-healing into our production services and automates operational processes.
• Observability & Platform is responsible for telemetry, instrumentation, and alerting standards, for the internal self-service tooling and automation platforms that enable teams across the organization to deploy, detect, alert, and mitigate in our AWS environments with reliability and velocity, and for the operational data, reliability reporting, and anomaly detection that make those platforms smarter over time.

You must understand the demands of supporting 24x7 applications at a large scale with well-defined operational objectives. You bring hands-on expertise across AWS, observability tooling such as Datadog, CloudWatch, and Grafana, incident management, and Python automation. Within Technical Operations you will act as a senior resource for assigned services, mentoring Technical Analysts, taking technical direction from the Lead Technical Analyst, and partnering with engineers across Reliability Platforms and Observability & Platform. You will report to the Director, Product Software Engineering.

Responsibilities and Duties of the Role:

• Act as primary responder for assigned service teams, monitoring production systems, responding to alerts, and leading triage and escalation during your shift across the 24x7 operations function, including third-layer support for technically complex customer issues - 30%
• Own and maintain runbooks, alert thresholds, and alert quality for assigned services, reducing noise and improving signal - 25%
• Lead the onboarding of assigned services into technical operations, validating monitoring, alerting, and documentation against production readiness criteria - 20%
• Participate in and help lead blameless post-incident reviews, ensuring follow-up actions are documented and completed - 10%
• Drive and monitor production deployments for assigned services, scale resources, automate repetitive operational tasks using Python, and support backend capacity management and load testing activities - 10%
• Mentor Technical Analysts, provide day-to-day guidance to newer team members, and support a clear follow-the-sun handoff - 5%

Required Education, Experience/Skills/Training:

• 5+ years of experience in technical operations, production support, or site reliability for large scale, distributed systems
• Strong incident management experience, including on-call participation, triage, escalation, and blameless post-incident reviews
• Hands-on experience with observability tooling such as Datadog, CloudWatch, Grafana, or Prometheus, including tuning alerts and thresholds
• Working knowledge of AWS services such as EC2, CloudWatch, IAM, Lambda, and S3, and of Unix/Linux environments
• Python scripting skills applied to automation and operational tooling
• Experience writing and maintaining runbooks and operational documentation
• Knowledge and experience with distributed systems, including their development, operations, observability, scalability, and elasticity
• Experience working within operational teams supporting technical infrastructure, such as experience in a Network Operations Center or a similar role
• Ability to dive deep into technical components as well as understand and document workflows and architecture
• Clear, succinct written and verbal communication with technical and non-technical stakeholders, and a practical, collaborative approach when working with engineers

Preferred Qualifications:

• Experience onboarding services into an operations or support function
• Familiarity with Kubernetes, containerization, and CI/CD concepts
• Knowledge and experience with AWS cloud costs, management of capacity, and optimization strategies
• Knowledge of query languages such as SQL or GraphQL, and of RESTful APIs and client-server integrations
• Experience with backend capacity management or load testing
• Experience in multitenant, consumer-facing, or media and streaming environments
• ITIL or comparable service management experience
• Experience leveraging AI tooling to accelerate operational work

Required Education:

Bachelor's degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or a comparable field of study, or equivalent training or work experience

Skills

AWS, Amazon Web Services, Production Support, Python, Site Reliability, Technical Operations