Technical Business Analyst

Technical Business Analyst

This role involves establishing and maturing a growing Incident Management and Operational Resilience practice. The ideal candidate will focus on building and improving incident management processes, standards, and organizational readiness, partnering closely with senior leadership and technical teams.

Responsibilities:

• Help establish and mature the organization's Incident Management and Operational Resilience practice.
• Develop, document, and continuously improve incident management standards, processes, and governance.
• Coordinate incident management activities across technical and business stakeholders.
• Facilitate communication during incident response and ensure appropriate stakeholder engagement.
• Build and maintain operational documentation, including runbooks, standard operating procedures, knowledge articles, and incident documentation.
• Define and track operational KPIs, SLIs, and SLOs to measure program effectiveness.
• Conduct incident reviews and identify opportunities for continuous improvement.
• Plan and facilitate tabletop exercises and operational readiness activities.
• Support onboarding of application and platform teams into standardized incident management processes.
• Gather operational data and documentation from various internal systems.
• Correlate information from multiple sources to identify trends, dependencies, and operational risks.
• Identify the appropriate stakeholders across the organization and proactively drive work to completion.
• Build trusted relationships with both senior leadership and highly technical engineering teams.

Requirements:

• ~5 years of experience in a Business Analyst, Systems Analyst, Site Reliability Engineering (SRE), Operations, Incident Management, or similar role.
• Experience supporting or improving operational processes in enterprise environments.
• Excellent written, verbal, and presentation communication skills.
• Strong documentation and organizational skills with exceptional attention to detail.
• Demonstrated ability to work effectively with both executive leadership and technical teams.
• Proven ability to independently drive initiatives and follow through with minimal supervision.
• Strong analytical and problem-solving skills with the ability to correlate information from multiple systems and teams.
• Experience identifying the right stakeholders and navigating complex organizations.

Required Skills:

• Familiarity with SRE principles and operational best practices.
• Experience creating or maintaining runbooks, operational playbooks, Service Level Objectives (SLOs), Key Performance Indicators (KPIs), and operational reporting.

Preferred Skills:

• Familiarity with tools such as Rootly, Datadog, Confluence, Slack, Microsoft Teams, and Miro.
• Tool-specific experience is beneficial but not required. Candidates with strong process, communication, and operational improvement experience can learn the technology stack.