Business Systems Analyst

About This Role

This Business Systems Analyst role involves leading day-to-day operations for an Application Support and Operations team, ensuring timely and accurate resolution of tickets for global support. The position focuses on collaborating with support analysts and engineering teams, troubleshooting complex incidents, and analyzing performance data to maintain application uptime and SLA adherence.

Responsibilities

• Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution
• Collaborate with a team of Support Analysts, both onshore and offshore, to ensure seamless support delivery
• Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed
• Work closely with Microsoft and other vendors, as well as internal engineering teams, on Azure performance, environment stability, and release management
• Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence

Requirements

• At least 6+ years of experience in Application Support, Production Operations, or Technical Service Management
• 3+ years in a leadership or management capacity
• Strong understanding of Microsoft Azure architecture, monitoring, and operational tools
• Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments
• Hands-on ability to review logs, write SQL queries, and interpret system performance data

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related discipline is preferred
• At least 6+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity

Skills

* Required skills

Benefits