Job Title: Technical Business Analyst Location: Newark, NJ – Hybrid (3 days onsite per week) Duration: 12 months (contract to Perm Hire)
About Role: We are seeking an experienced Technical Business Analyst to manage and enhance the stability, performance and availability of our client facing applications. This role requires a proactive leader who can guide a dedicated support team, collaborate with engineering teams, and effectively manage incidents to minimize downtime, improve user experience and communicate with stakeholders.
Key Responsibilities: Incident Management and Resolution:
Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates.
Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions.
Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs).
Coordinate resolution and follow ups with dependencies outside immediate team.
Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base Team Leadership and Coordination.
Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing.
Foster a strong ownership mindset within the team, ensuring accountability for system health and stability.
Monitoring and Alerting:
Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues.
Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams Process and Documentation.
Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures.
Establish best practices for incident response, including communication templates and decision frameworks.
Stakeholder Communication:
Serve as the primary point of contact for production issues affecting client experiences
Provide clear, concise updates to leadership, internal teams and clients during incidents and post-incident reviews.
Continuous Improvement:
Identify patterns in recurring incidents and partner with development teams to implement permanent fixes.
Drive initiatives to enhance system reliability, scalability, and performance.
Qualifications and Skills:
Proven experience in a production support leadership role for client facing applications.
Strong understanding of incident management frameworks.
Proficiency in troubleshooting application, database, and infrastructure issues.
Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc.
Familiarity with incident management platforms such as ServiceNow.
Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders
Excellent problem solving skills and a calm, solution-focused approach under pressure.
Experience working in AWS
Familiarity with CI/CD pipelines and release management processes
Preferred:
Background in software development or scripting for automation.
Previous experience in the financial services industry Success Metrics
MTTA: Mean time to acknowledge
MTTR: Mean time to resolve
Stakeholder satisfaction with incident communication
Knowledge base usage rate and coverage
Number of issues handed over to L1/L2, EMKT teams
Measure # of system identified vs user reported alerts and trends over time
Enhancements and alerts requested
Minimize # of user reported incidents
Measure incidents resolved with L1/L2 without app support team
Reduction in resolution times due to documented processes
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $75.00/hr - $80.00/hr.
