Role Description The Tier 3 – Senior TOC Analyst serves as the highest-level technical escalation point within the Technology Operations Center. The role focuses on advanced troubleshooting, serves as primary incident manager during declared events, and optimizes monitoring capabilities, with specific emphasis on SolarWinds for proactive detection and resolution. - Serve as the Tier 3 escalation resource for complex issues detected through monitoring platforms such as SolarWinds, ThousandEyes, etc. - Lead technical triage during major incidents using monitoring tool metrics, NetPath, Splunk logs, system telemetry, and performance analytics. - Tune monitoring alert thresholds, dashboards, service maps, and suppression logic. - Identify gaps in monitoring and collaborate with engineering teams to on-board new systems into the monitoring platforms. - Develop and maintain platform-specific runbooks, diagnostic guides, and topology documentation. - Coordination with Infrastructure, Cloud, Network, and App teams. - Coordination with Business Units for new application alerting implementation/discovery. - Provide guidance and mentorship to Tier 1 and Tier 2 analysts. - Support DR exercises and validate monitoring readiness using SolarWinds insights. Qualifications - 5–7+ years of IT operations or TOC/NOC experience. - Strong hands-on SolarWinds experience (NPM, NTA, SAM, or related modules). - Deep technical knowledge across servers, networks, cloud, virtualization. - Excellent communication, troubleshooting, and incident leadership skills. - Preferred: Banking experience. - Certifications: ITIL v4, CCNA, Network+, SolarWinds SCP. - Scripting/automation experience. - Familiarity with SIEM and security event correlation. Knowledge & Skills - Expert troubleshooting ability, calm under pressure, strong documentation skills, collaborative communication. - Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with the team and our customers. - Broad technical foundation, including an in-depth knowledge of monitoring tools such as SolarWinds and ThousandEyes, bank applications. - Strong documentation skills and attention to detail. - Creative thinking and problem solving. - Ability to handle multiple tasks and meet deadlines. Compensation - USD 65 - USD 70 - hourly

• Lead, coach, and develop a global team, including performance management, prioritization, accountability, and professional development. • Drive operational consistency, communication standards, and execution expectations across the function. • Support workload balancing, resource coordination, and operational decision-making across the team. • Provide guidance and support to team members navigating complex partner situations, delivery challenges, and escalations. • Foster a high-accountability, collaborative, and solutions-oriented team culture. • Act as a senior escalation point for partner, customer, and delivery-related concerns, helping drive timely and effective resolution. • Support the team in managing partner accountability, delivery risks, operational blockers, and implementation-related challenges. • Build strong working relationships with partners and internal stakeholders to support successful delivery outcomes across the partner ecosystem. • Reinforce operational expectations, implementation methodologies, and delivery best practices across partner engagements. • Maintain a suite of tools that provide visibility / dashboarding across partner onboarding activities, active engagements, escalations, and operational health indicators. • Help identify operational gaps, recurring delivery issues, process inefficiencies, and scaling challenges across the partner ecosystem. • Work functionally with Partner Success to drive continuous improvement initiatives focused on delivery coordination, onboarding effectiveness, operational consistency, and partner experience. • Support reporting, governance activities, operational reviews, and delivery visibility across the Services organization. • Help ensure the function scales effectively as the partner ecosystem and services organization continue to grow globally.

• Act as a key GTM Operations partner to the CX organization, developing strong subject matter expertise of processes, systems, data, and KPIs spanning Implementation, Customer Success, Managed Services, and Support teams • Partner closely with CX leadership to operationalize the customer journey, translating business priorities into scalable processes across onboarding, adoption, retention, and renewal motions • Support the identification of operational needs by analyzing workflows, performance data, and stakeholder input to surface gaps and opportunities • Serve as the “eyes and ears” of the CX organization within GTM Ops, proactively identifying opportunities for process optimization, automation, and improved operational effectiveness • Program manage CX operational initiatives end-to-end, tracking progress and driving accountability across timelines, dependencies, risks, and deliverables • Partner with cross-functional stakeholders across Marketing, Sales, Product, and Finance to align on requirements, coordinate execution, and ensure initiatives are successfully delivered and adopted • Prepare updates, summaries, and readouts to ensure visibility of updates and resolution of blockers across teams and leadership • Translate CX business needs into clear business and system requirements, ensuring alignment between CX stakeholders and GTM Ops systems teams • Partner with internal systems and infrastructure teams to support implementation of tools, automations, and workflows for the customer org • Support the evaluation, rollout and change management of CX technologies and its integration with CRM systems • Establish feedback loops to continuously improve CX operations by monitoring adoption and effectiveness of CX programs, tools, and processes • Analyze program performance and key metrics to identify trends, gaps, and opportunities to improve customer outcomes and operational efficiency • Leverage automation and AI to build and scale processes that improve productivity and efficacy of customer teams • Act as a liaison to Customer Success Enablement to inform training priorities, content, and delivery approaches based on operational insights

• Build, document, and optimize scalable operational systems • Turn ideas and strategy into actionable execution plans • Keep projects, deadlines, and team priorities organized and on track • Manage workflow coordination across the remote team • Serve as the primary operational point of contact within the business • Create accountability systems and ensure follow-through across departments • Perform quality assurance across operations and client experience • Track KPIs, operational metrics, and business performance • Identify bottlenecks and implement process improvements • Support scaling initiatives across sales, operations, and client delivery • Implement tools, automations, and tech solutions to improve efficiency • Help the founder stay focused on growth by owning day-to-day operations