At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

As an Application Performance Analyst working within our NOC group, you will manage mission‑critical operating service events. This role is responsible for monitoring and managing APIs via alerts, logs, and dashboard monitoring. The goal of this role is to provide high quality support, metrics, and enhance the speed to catch and resolve issues. You will manage incident escalations, work closely with subject matter experts and operational leads, and monitor trends to drive continuous process and service improvements. You will collaborate with the broader technology organization to deliver operational services that scale to meet business needs and ensure solutions meet required business operations SLAs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Provide 24x7 application monitoring, ensuring continuous visibility into application and end-user services, with proactive identification of incidents, outages, and performance degradation.
- Monitor and oversee Sev 1 and Sev 2 alerts, tickets, dashboards, and incidents related to the health of our applications and service operations
- Manage incident events and escalation coordination
- Utilize monitoring, alerting, and ticketing tools to analyze, escalate, and resolve service issues
- Coordinate with SMEs, Tier 2 leads, and partners during incident resolution
- Communicate operational issues, trends, and risks clearly and professionally to stakeholders
- Identify opportunities for service, process, and performance improvements
- Develop and maintain operational reporting, including weekly and monthly metrics and trend analysis
- Perform additional duties and projects as assigned
- Understand our business model and product services delivered to our customers
- Cross-Functional Collaboration
- Communicate professionally and effectively with users, stakeholders, and technical teams to understand issues and deliver solutions.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Continuous Improvement & Governance
- Oversee development and maintenance of support documentation, knowledge articles, and standard operating procedures.
- Drive service quality improvements aligned to SLAs and operational efficiency, including reduction of alert noise and improved mean time to detect (MTTD).
- Maintain accurate, timely records within issue tracking and ITSM systems to support reporting, trend analysis, and continuous improvement.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

At Least 2-3 years of experience in an operations/Application Support role
Demonstrate service orientation with urgency, action, and accountability
Advocate for the clients and consumers we serve
Robust analytical skills
Prior experience with the following applications, or something similar: MS Office, Azure Monitor, Snowflake, AWS (CloudWatch) JIRA, Pagerduty, & Zendesk or ServiceNow
Comfortable working autonomously and collaboratively with teammates across multiple geographies and time zones
Flexible work schedule, with ability to cover core US hours
Effective communication skills
Strong understanding of end-user computing environments, enterprise applications, and service management practices.
Proven ability to manage incidents, escalations, and cross-team coordination in a production environment

Qualifications

PREFERRED QUALIFICATIONS:

Familiarity with monitoring, logging, and observability tools used in cloud and SaaS environments to support proactive incident detection and response.
Ability to participate in and lead on-call and 24x7 support rotations for mission-critical services.
Experience operating in regulated industries such as life sciences or healthcare is a plus.
Experience in a start-up and/or in the Health Tech/Pharma Industry is a plus

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.