Senior Support Analyst

1 week ago

AB Canada Cognizant Full time

Senior Support Analyst - Incident Manager (Remote) Join to apply for the Senior Support Analyst – Incident Manager (Remote) role at Cognizant . As a Senior Support Analyst – Managed Services you will be the primary point of contact for all domain-related queries and issues, working collaboratively with management, team members and the client within a Managed Services environment. You act as the bridge between Level 1/2 support teams and core engineering/development teams, ensuring system stability, rapid incident resolution and continuous operational improvement for the Digital Commerce platform. Location Remote Responsibilities High-Severity Incident Command: Lead technical troubleshooting for P1/P2 incidents and be the "go-to" person when the site goes down or checkout fails. Root Cause Analysis (RCA): Conduct deep-dive investigations into recurring issues. Analyze Spring Boot logs (via Splunk/ELK/Cloud Logging) and investigate Kafka dead-letter queues for stuck orders or failed messages. Database Troubleshooting Query MySQL to verify transactional integrity. Inspect MongoDB collections for product catalog inconsistencies. SLA Management: Ensure response and resolution times meet contractual Service Level Agreements. Application & Infrastructure Monitoring Monitor GCP dashboards (Stackdriver/Cloud Monitoring) for CPU spikes or memory leaks in microservices containers. Check Redis hit/miss ratios to ensure caching is effective and not causing latency. Monitor Spring Batch jobs for inventory syncs or pricing updates and rerun failed steps to fix data anomalies. Monitor AEM replication agents and ensure content fragments render correctly on the Node.js front end. Perform release gatekeeping by reviewing deployment plans before production. Troubleshoot Jenkins build failures and manage Git merge conflicts during hotfix creation. Manage environment variables and secrets in GCP Secret Manager or Spring Cloud Config. Continuous Improvement & SME Activities Create and update Runbooks and Knowledge Base articles for L1/L2 support teams. Performance Tuning: Identify slow API endpoints, recommend index improvements for MySQL or MongoDB, and plan capacity scaling for GCP pods. Vendor Transition & Knowledge Transfer: Participate in handoff, identify legal risks, conduct regular audits and ensure compliance. Required Skills Minimum 6+ years of relevant experience. Primary Stack: Spring Boot Microservices, Spring Batch, Node.js. Secondary Stack: Apache, Redis, MySQL, MongoDB, Kafka, Git, Jenkins, Adobe Experience Manager. Benefits Medical/Dental/Vision/Life Insurance. Paid holidays plus Paid Time Off. 401(k) plan and contributions. Long-term/Short-term Disability. Paid Parental Leave. Employee Stock Purchase Plan. Compensation The annual salary for this position is between $64,734 – $102,500 depending on experience and other qualifications. The position is eligible for Cognizant’s discretionary annual incentive program. Application Deadline Applications will be accepted until 01/14/2026. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services, IT Consulting, Business Consulting, Services #J-18808-Ljbffr

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