Production Support Analyst
22 hours ago
TikTok is seeking a skilled Production Support Analyst to join our US Tech and Product Data Trust and Safety Platform User Operations team. As a key member of this team, you will play a pivotal role in ensuring the seamless functioning of our infrastructure, platforms, services, and tools.
Responsibilities:
- Monitor and analyze production systems for availability, latency, and overall service health to maintain optimal system performance.
- Triage and address production incidents by executing on technical procedures to resolve production issues after evaluation.
- Ensure that support requests SLOs are met, facilitating communication between cross-functional partners on statuses and resolutions.
- Optimize 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.
- 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.
- 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 creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe, and so does our workplace. We are passionate about this and hope you are too.
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