Tier 2 Support Analyst

Náplň práce, právomoci a zodpovednosti

Big machines require big thinking. Are you looking for your next big challenge?

The digital and technology organization leverages the latest technologies to build industry-leading digital solutions. Teams use data, technology, advanced analytics, telematics, and AI capabilities to help customers build a better world.

You will have the opportunity to work with cutting-edge technologies and collaborate with professionals on high-impact products. The role supports digital innovation for a global leader in heavy machinery.

As a member of the team, you will provide platform stability and production support for cloud-based services, including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams, and driving continuous improvement while serving as the primary technical liaison between platform teams, product partners, and support organizations.

• Own incident tickets through the full lifecycle, from initial triage to resolution and closure.
• Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.
• Lead or contribute to root cause analysis and ensure follow-up actions are identified and tracked.
• Ensure platform reliability through monitoring, alerting, security, and operational best practices.
• Respond to and manage production incidents impacting cloud services and APIs.
• Drive reliability, stability, and operational readiness improvements across cloud platforms.
• Understand end-to-end technical and business flows to support production services effectively.
• Develop, maintain, and improve clear, actionable runbooks for operational support.
• Lead knowledge transfer sessions to ensure support teams are ready for production support.

Požiadavky na zamestnanca

• Stredoškolské vzdelanie s maturitou
• Anglický jazyk – stredne pokročilý (B2)

What you have:

• Production Support & Operations: Experience supporting production-grade, customer-facing platforms in complex, multi-team environments, including on-call and incident response.
• Incident Management & ITSM: Strong experience managing incidents end-to-end using enterprise ITSM frameworks.
• Root Cause & Reliability: Proven ability to drive root cause analysis and continuous improvement to enhance system reliability.