Platform Reliability & Automation Analyst

• Evaluate the health, availability, performance, and reliability of technology services; develop and improve monitoring, alerting, dashboards, observability practices, and operational reporting that improve visibility and early issue detection. (20%)
• Support incident triage, troubleshooting, technical investigation, and service restoration activities by analyzing alerts, logs, telemetry, configuration data, and system dependencies in partnership with engineering teams, vendors, and service owners. (15%)
• Develop, maintain, and improve operational runbooks, recovery procedures, synthetic testing, resilience validation activities, and technical readiness standards that improve supportability and operational consistency. (15%)
• Leverage Microsoft Copilot, Claude, automation tools, scripting, and workflow technologies to improve productivity, documentation, reporting, troubleshooting, knowledge management, and operational effectiveness; develop reusable prompts, templates, and automation solutions that reduce manual effort across Platform Operations. (20%)
• Support disaster recovery, resilience testing, recovery validation, capacity planning, and operational readiness efforts; identify reliability risks and recommend actions that strengthen recovery capabilities and service continuity. (10%)
• Provide secondary Help Desk and operational support coverage, support service-request fulfillment, assist with escalation triage, maintain support knowledge, and help ensure continuity during colleague absences, periods of elevated demand, and business-critical events. (15%)
• Maintain operational documentation, dependency records, support information, and configuration data while participating in special projects and continuous-improvement initiatives. (5%)

Education & Training

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline required; equivalent experience may be considered.
• Training or coursework related to systems administration, cloud technologies, platform operations, automation, reliability engineering, AI, or IT operations preferred.

Licensure & Certification

• Microsoft, AWS, ITIL, observability/monitoring, automation, cybersecurity, AI, or related certifications preferred.

Knowledge, Skill, and Ability

• Strong understanding of technology operations, system reliability, monitoring, troubleshooting, and operational support.
• Working knowledge of observability, incident response, automation, disaster recovery, and operational resilience concepts.
• Experience using monitoring, logging, reporting, and service management platforms.
• Ability to analyze technical issues, identify patterns, and recommend practical improvements.
• Experience leveraging Microsoft Copilot, Claude, automation tools, scripting, or similar technologies to improve productivity and operational effectiveness.
• Strong written and verbal communication skills with the ability to explain technical concepts to technical and non-technical audiences.
• Curious, self-directed learner with a passion for continuous improvement, automation, and operational innovation.
• Strong organizational skills with the ability to manage multiple priorities and operate effectively during incidents and business-critical events.

Experience

• Four or more years of experience in technology operations, technical support, systems administration, platform operations, reliability engineering, or related disciplines.
• Experience supporting production technology services and participating in incident resolution activities.
• Experience developing operational documentation, runbooks, monitoring solutions, dashboards, or automation capabilities.
• Experience working with vendors, managed service providers, and cross-functional technology teams preferred.
• Experience applying AI capabilities, automation, or workflow improvements to real business or operational challenges preferred.
• Experience participating in disaster recovery, resilience testing, platform monitoring, or operational readiness activities preferred.