Customer Service Portal Performance Analyst

Descripción

Summary: Seeking a Senior Customer Service Portal Performance Analyst to monitor, ensure SLA compliance, coordinate incidents, and report on a global digital platform. Highlights: 1. Support a high-impact global digital platform for financial services 2. Responsible for real-time performance monitoring and executive-level reporting 3. Lead root cause investigations and coordinate cross-functional resolution We are hiring a **Senior Customer Service Portal Performance Analyst** to support a high\-impact global digital platform for a leading financial services organization in the U.S. This role is responsible for real\-time performance monitoring, SLA compliance oversight, incident coordination, and executive\-level reporting to ensure optimal end\-user experience across a large\-scale customer service portal. This is a remote, international assignment. Key Responsibilities * Monitor portal responsiveness and performance metrics in real time. * Track homepage load times and all key customer journey stages. * Ensure compliance with established SLA and SLO targets. * Proactively identify performance degradations and anomalies. * Lead root cause investigations and coordinate cross\-functional resolution. * Open and manage incident tickets (ServiceNow / Jira / etc.). * Serve as escalation point for performance\-related incidents. * Create and maintain dashboards and performance KPIs. * Deliver executive\-level reports with trends and actionable insights. * Identify automation and monitoring improvement opportunities. Required Qualifications (Mandatory) * Bachelor’s degree in Computer Science, Information Systems or related field. * 5\+ years of experience in technical performance monitoring. * Strong experience with web reliability or site operations. * Advanced knowledge of performance monitoring tools such as: * New Relic * Dynatrace * AppDynamics * Datadog * Experience with incident and service management tools: * ServiceNow * Jira * Splunk * Solid understanding of SLA, SLO and web performance KPIs. * Strong analytical and problem\-solving skills. * Experience creating executive\-level reports. * Advanced English (C2 level required). Nice to Have * Experience supporting high\-traffic customer portals. * Cloud infrastructure knowledge (AWS or Azure). * CI/CD monitoring experience. * Basic understanding of HTML, CSS or JavaScript. * Availability for on\-call rotations if required. Work Conditions * Remote assignment. * 6\-month contract. * International collaboration environment. * Budget aligned with senior\-level experience. Ideal Profile We are looking for a hybrid profile between: * SRE * Observability Engineer * Performance Engineer * Technical Service Governance Specialist This is not a help desk or entry\-level monitoring role. Apply Now If you have hands\-on experience monitoring enterprise\-level web performance environments and can confidently communicate findings to executive stakeholders in English, we would like to meet you. Sueldo: $35,000\.00 \- $45,000\.00 al mes Beneficios: * Seguro de gastos médicos * Seguro de vida Experiencia: * New Relic, Dynatrace, Datadog or AppDynamics in production: 3 años (Deseable) * SLA/SLO monitoring and performance reporting: 3 años (Deseable) * Production incident coord. and root cause analysis (RCA): 3 años (Deseable) Idioma: * Inglés Nativo (Obligatorio) Lugar de trabajo: Empleo remoto