Analyst Site Reliability Operations Engineer, Salesforce

• * 3–5 years in IT operations, service desk, or a related technical support role in a 24x7 high-availability environment
• * Demonstrated ability to lead high-severity incidents as Incident Commander — establishing impact, evaluating resolution scenarios, making decisions based on inputs from Subject Matter Experts, and communicating outcomes in both technical and business language
• * Strong written and verbal communication skills. Able to communicate complex technical information clearly to peers, stakeholders, and leadership
• * Good technical troubleshooting ability across Windows and/or Linux environments, common enterprise applications, and monitoring/logging tools
• * Solid understanding of ITSM concepts including incident, problem, and change management. ITIL Foundation certification (or willingness to obtain) preferred
• * Demonstrated experience in problem management, including investigation of recurring incidents, comprehensive root cause analysis documentation

Desirable

• As an Analyst Site Reliability Operations Engineer, you'll be part of our internal DET Site Reliability Operations team supporting employees globally
• This is a great opportunity for someone early in their IT career to gain hands-on experience in incident management, problem management, and enterprise operations within a fast-paced, high-availability environment
• You'll work alongside a team of experienced engineers who will support your growth
• * Lead incident response for high-severity incidents affecting internal business operations, acting as Incident Commander — establishing impact, coordinating Subject Matter Experts, making decisions under pressure, and driving resolution
• * Monitor enterprise systems including infrastructure, applications, and network components. Escalate anomalies and potential issues to senior team members before they impact users
• * Maintain clear and timely incident communications, including status updates for technical teams and stakeholders. Able to translate technical details into business-friendly language for leadership and the wider business
• * Actively participate in problem management activities — help investigate recurring incidents, document root cause analyses, and track known errors to support long-term resolution efforts
• * Follow and contribute to incident management processes including playbooks and SOPs. Identify opportunities to improve documentation and drive process improvements
• * Support coordination of changes and infrastructure updates during incident resolution. Work with cross-functional teams to maintain business continuity
• * Assist with the analysis of incident data and KPI metrics to identify trends and patterns. Contribute to post-incident reviews and drive action items through to completion
• * Participate in on-call rotation as part of regional coverage