Site Health Monitoring Analyst

Description:

Huntel Global is seeking a Site Health Monitoring Analyst to provide proactive monitoring and incident management for a client’s website operations. This hybrid role in Toronto allows the candidate to support 24/7 website health, troubleshoot operational issues, and collaborate with internal teams to ensure smooth platform performance. The role also includes supporting business operations related to orders, refunds, shipments, and customer service.

Key Responsibilities:

1. 24/7 Incident Monitoring and Response

• Provide Level 1 support to detect, acknowledge, and respond to website issues.

• Classify and prioritize incidents based on impact and urgency.

• Manage real-time communication during high-priority issues until resolution.

• Escalate incidents to internal teams, external vendors, or partners as needed.

• Maintain continuous communication with stakeholders throughout the incident lifecycle.

2. Communication & Documentation

• Draft and distribute incident communications to stakeholders and leadership.

• Request Root Cause Analyses (RCAs) from resolving teams and document outcomes.

• Maintain and update Standard Operating Procedures (SOPs) and Known Error Database (KEDB).

3. Monitoring & Observability

• Monitor website health using dashboards, alerts, and automated monitoring tools.

• Identify gaps in monitoring coverage and partner with engineering to enhance detection capabilities.

• Respond to issues reported through Slack, Microsoft Teams, and email.

4. Reporting & Analysis

• Prepare weekly and monthly status reports summarizing incidents, resolution times, and platform health.

• Conduct trend analysis of recurring incidents and provide insights to product, engineering, and operations teams for continuous improvement.

5. Business Operations Support

• Validate and troubleshoot discrepancies in customer returns and refunds.

• Ensure accurate order shipments and alignment with carrier and backend systems.

• Monitor order flow between Shopify, OMS, and finance platforms.

• Support customer service teams with escalations related to orders, refunds, and payments.

• Assist development teams in prioritizing defect fixes with high customer impact.

• Manage BOPIS (Buy Online Pick Up In-Store) store operations, including opening and closing features for specific locations.

Qualifications:

• Experience in IT monitoring, incident management, or website operations is implied.

• Strong communication, problem-solving, and analytical skills.

• Ability to work independently and collaboratively in a hybrid environment.

Additional Information:

• Status: Long-term contract

• Work Mode: Hybrid (Toronto, ON)

• Organization Website: https://www.huntelglobal.com

• Equal Opportunity: Huntel Global champions accessibility, inclusivity, and diversity. Accommodations for applicants with disabilities are available.