Senior Support Analyst - Incident Manager (remote) - Remote Eligible

Senior Support Analyst – Managed Services

As a Senior Support Analyst – Managed Services you will make an impact as the primary point of contact for all domain-related queries and issues. You will be a valued member of the team and work collaboratively with management, team members and client.

In a Managed Services environment, the Technical SME (Subject Matter Expert) acts as the bridge between Level 1/2 support teams and the core engineering/development teams. Primary goal is ensuring system stability, rapid incident resolution, and continuous operational improvement for the Digital Commerce platform.

Below is a breakdown of day-to-day responsibilities, categorized by function, specifically tailored to the Spring Boot (GCP) and Adobe Experience Manager (AEM) stack.

We believe remote is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, if this is a hybrid position, it will require 3-4 days a week in the client or Cognizant office. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Location: Remote

Role & Responsibilities:

Incident & Problem Management

• High-Severity Incident Command: Lead technical troubleshooting for P1/P2 incidents. You are the "go-to" person when the site goes down or checkout fails.
• Root Cause Analysis (RCA): Conduct deep-dive investigations into recurring issues.
• Tech Specifics: Analyze Spring Boot logs (via Splunk/ELK/Cloud Logging) to trace 5xx errors. Investigate Kafka dead-letter queues to find stuck orders or failed messages.

Database Troubleshooting

• Query MySQL to verify transactional integrity (e.g., "Why did the order status not update?").
• Inspect MongoDB collections for product catalog inconsistencies.
• SLA Management: Ensure response and resolution times meet the contractual Service Level Agreements (SLAs).

Application & Infrastructure Monitoring

Proactive Health Checks:

· 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

Batch Job Supervision:

· Monitor Spring Batch jobs (usually nightly or intra-day) for inventory syncs or pricing updates. Rerun failed steps and fix data anomalies preventing completion.

AEM & Content Sync:

· Monitor the replication agents between AEM (Author/Publish) and the commerce engine. Ensure content fragments (images, banners) are rendering correctly on the Node.js front end.

Release, Deployment & DevOps

· Release Gatekeeping: Review deployment plans before they go to production to assess risk.

CI/CD Pipeline Support:

· Troubleshoot Jenkins build failures

· Assist with Git merge conflicts or branching strategies during hotfix creation

· Configuration Management: Manage environment variables and secrets in GCP (Secret Manager) or Spring Cloud Config to ensure lower environments match Production configurations where appropriate

Continuous Improvement & SME Activities

Knowledge Management: Create and update "Runbooks" and Knowledge Base (KB) articles for L1/L2 support teams (e.g., "How to restart the Apache web server safely" or "Steps to clear the AEM Dispatcher cache").

· Performance Tuning:

· Identify slow API endpoints in Spring Boot.

· Recommend index improvements for MySQL or MongoDB based on slow query logs.

· Capacity Planning: Review traffic trends (e.g., upcoming holiday sales) and recommend scaling strategies for GCP pods

Vendor Transition & Knowledge Transfer:

Actively participate in the handoff process from the outgoing vendor, ensuring comprehensive understanding and documentation of existing data pipelines, configurations, and support procedures.

• Identify potential legal risks and develop strategies to mitigate them.
• Conduct regular audits to ensure ongoing compliance and process efficiency.

Required Skills:

• Minimum of 6+ years of relevant work experience
• Primary required Tech Stack: Spring boot Micro services, Spring batch, Node.js
• Secondary required Tech-Stack: Apache, Redis, Mysql, MongoDB, Kafka, Git, Jenkins, Adobe Experience Manager.

Applications will be accepted until 01/14/2026

The annual salary for this position is between $64,734 – $102,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· 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

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About us Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.