EVERSANA
Life Sciences
ApplicationPerformanceAnalyst
Neural analysis suggests this role is
optimal for entry candidates.
“Application Performance Analyst at EVERSANA. Skills: Application Performance, Incident Management, Service Operations, Continuous Improvement. Provide 24x7 application monitoring. Ensure continuous visibility into application and end-user services”
What You'll Achieve.
Enhance speed to catch issues; Enhance speed to resolve issues; Drive continuous process improvements; Drive service improvements; Ensure solutions meet required business operations SLAs; Reduce alert noise; Improve mean time to detect (MTTD)
Industry & Context.
Analytical skills; Incident resolution; Root cause analysis
Flexible work schedule, Cover core US hours, On-call rotation, 24x7 support rotations
What They're Looking For.
Must Have
2-3 years of experience in operations/Application Support role, Experience with MS Office, Experience with Azure Monitor, Experience with Snowflake, Experience with AWS (CloudWatch), Experience with JIRA, Experience with Pagerduty, Experience with Zendesk or ServiceNow, Understanding of end-user computing environments, Understanding of enterprise applications, Understanding of service management practices, Ability to manage incidents, Ability to manage escalations, Ability to manage cross-team coordination in a production environment
Nice to Have
Familiarity with monitoring tools in cloud and SaaS environments, Familiarity with logging tools in cloud and SaaS environments, Familiarity with observability tools in cloud and SaaS environments, Ability to participate in on-call rotations, Ability to lead on-call rotations, Ability to participate in 24x7 support rotations, Ability to lead 24x7 support rotations, Experience operating in regulated industries, Experience in a start-up, Experience in the Health Tech/Pharma Industry
What You'll Do.
Provide 24x7 application monitoring
Ensure continuous visibility into application and end-user services
Proactively identify incidents
Proactively identify outages
Proactively identify performance degradation
Monitor Sev 1 and Sev 2 alerts
Monitor Sev 1 and Sev 2 tickets
Monitor Sev 1 and Sev 2 dashboards
Monitor Sev 1 and Sev 2 incidents
Manage incident events
Manage escalation coordination
Utilize monitoring tools to analyze service issues
Utilize alerting tools to analyze service issues
Utilize ticketing tools to analyze service issues
Utilize monitoring tools to escalate service issues
Utilize alerting tools to escalate service issues
Utilize ticketing tools to escalate service issues
Utilize monitoring tools to resolve service issues
Utilize alerting tools to resolve service issues
Utilize ticketing tools to resolve service issues
Coordinate with SMEs during incident resolution
Coordinate with Tier 2 leads during incident resolution
Coordinate with partners during incident resolution
Communicate operational issues to stakeholders
Communicate operational trends to stakeholders
Communicate operational risks to stakeholders
Identify opportunities for service improvements
Identify opportunities for process improvements
Identify opportunities for performance improvements
Develop operational reporting
Maintain operational reporting
Develop weekly metrics
Maintain weekly metrics
Develop monthly metrics
Maintain monthly metrics
Develop trend analysis
Maintain trend analysis
Perform additional duties as assigned
Perform projects as assigned
Understand our business model
Understand product services delivered to customers
Communicate professionally with users
Communicate effectively with users
Communicate professionally with stakeholders
Communicate effectively with stakeholders
Communicate professionally with technical teams
Communicate effectively with technical teams
Demonstrate commitment to diversity
Demonstrate commitment to equity
Demonstrate commitment to inclusion
Develop support documentation
Maintain support documentation
Develop knowledge articles
Maintain knowledge articles
Develop standard operating procedures
Maintain standard operating procedures
Drive service quality improvements aligned to SLAs
Drive operational efficiency
Improve mean time to detect (MTTD)
Maintain accurate records within issue tracking systems
Maintain timely records within issue tracking systems
Maintain accurate records within ITSM systems
Maintain timely records within ITSM systems
Support trend analysis
Support continuous improvement
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Collaborate with teammates across geographies; Collaborate with teammates across time zones; Collaborate with users; Collaborate with stakeholders; Collaborate with technical teams
Communication Scope
Communicate clearly; Communicate professionally; Effective communication
Full Job Description
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. THE POSITION: As anApplication 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 m
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