We are seeking Junior Site Health Monitoring Analysts to provide 24/7 Level 1 support for our digital platforms. This role is critical for maintaining website health, managing incidents, and supporting business operations. The ideal candidate will be detail-oriented, communicate effectively, and thrive in a fast-paced environment.
Key Responsibilities
- 24/7 Incident Monitoring and Response
- Provide round-the-clock L1 support to detect and respond to website issues
- Classify and assign priority to incidents based on impact and urgency
- Initiate and manage real-time communication bridges for high-priority issues
- Escalate incidents to appropriate teams and vendors for swift resolution
Communication & Documentation
- Draft and distribute timely incident communications to stakeholders
- Request and document Root Cause Analysis from resolving teams
- Maintain SOPs library and Known Error Database for recurring issues
Monitoring & Observability
- Proactively monitor website health through dashboards and automated tools
- Evaluate monitoring coverage and identify gaps in observability
- Monitor communication channels (Slack, Microsoft Teams, email)
Business Operations Support
- Validate returns and refunds reconciliation
- Ensure shipment data alignment across systems
- Monitor order flow between Shopify, OMS, and finance platforms
- Assist with customer support escalations
- Manage BOPIS store operations (opening/closing features)
Required Qualifications
Experience
1-3 years of relevant experience in technical support or operations
Skills
- Strong incident management and troubleshooting skills
- Excellent communication skills (written and verbal)
- Experience with monitoring tools and dashboards
- Ability to work in 24/7 shift-based environment
Strong attention to detail and ability to prioritize
Job Type: Full-time
Pay: $37,856.92-$70,621.22 per year
Experience:
- Strong incident management and troubleshooting skills: 2 years (preferred)
- Experience with monitoring tools and dashboards: 2 years (preferred)
Work Location: Remote