Production Support Analyst
4 weeks ago
At TikTok, we're committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We're seeking a Production Support Analyst to join our US Tech and Product Data Trust and Safety team.
This role involves overseeing the operation of our infrastructure, platforms, services, and tools, including triaging production incidents and delivering technical support to internal users. You'll collaborate with our support teams, participate in the triage of production incidents, resolve internal user inquiries, and take strategic steps to either mitigate issues or escalate them to our Site Reliability Engineering team.
Key Responsibilities:
- Measure and monitor production systems for availability, latency, and overall service health to maintain optimal system performance.
- Promptly triage and address production incidents by executing on technical procedures to resolve production issues after evaluation.
- Ensure that support requests SLOs are met, facilitating the communication between cross-functional partners on statuses and resolutions.
- Own the optimization of SOPs, run-books, and knowledge base of production support documentation, policies, and procedures.
- Champion data compliance and ensure all log details, ticket information, and sensitive data follow our Data Sharing Guidelines.
- Practice sustainable incident response, conduct Root Cause Analysis (RCA), and engage in postmortems to ensure continuous improvement in on-call support system.
Qualifications:
- Bachelor's degree in Management Information Systems, Business Analytics, Operations Management, or 3+ years of relevant experience.
- Experience in monitoring dashboards, analyzing logs, coordinating with cross-functional teams, and implementing temporary fixes or workarounds.
- Experience in retrieving, accessing, and reviewing log details ensuring data-sharing guidelines are followed.
- Understanding of monitoring solutions, configuring alert thresholds, and investigating the reasons behind triggered alerts.
- Strong communication skills in partnering with cross-functional teams to improve SLA achievement and optimize efficiency indicators.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6
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