Production Support Analyst - USDS

Responsibilities TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us. Our US Tech and Product Data Trust and Safety Platform User Operations team plays a pivotal role in the seamless functioning of our infrastructure, platforms, services, and tools. This team is not only tasked with the efficient operation of our systems but also works collaboratively with cross-functional teams to safeguard our users, platform, and overall system integrity. As a member of this team, you will collaborate with our support teams, participate in the triage of production incidents, resolve internal user inquiries, and take strategic steps to either mitigate issues or escalate them to our Site Reliability Engineering team. This role primarily involves overseeing the operation of our infrastructure, platforms, services, and tools, including triaging production incidents and delivering technical support to internal users. This role offers a chance to develop a strong technical skillsets, business knowledge, and cross-functional collaboration with our engineering teams, providing a unique opportunity for professional growth. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: 1. Measure and monitor production systems for availability, latency, and overall service health to maintain optimal system performance; respond to alerts when triggered by unusual behavior. 2. Promptly triage and address production incidents by executing on technical procedures to resolve production issues after evaluation, ensuring swift resolution or appropriate escalation to SRE teams. 3. Ensures that support requests SLOs are met, facilitating the communication between cross-functional partners on statuses and resolutions. 4. Own the optimization of SOPs, run-books, and knowledge base of production support documentation, policies, and procedures. 5. Champion data compliance and ensure all log details, ticket information, and sensitive data follow our Data Sharing Guidelines. 6. Practice sustainable incident response, conduct Root Cause Analysis (RCA), and engage in postmortems to ensure continuous improvement in on-call support system. Qualifications Preferred Qualifications: 1. Bachelor's degree in Management Information Systems, Business Analytics, Operations Management or 3 years of relevant experience. 2. Experience in monitoring dashboards, analyzing logs, coordinating with cross-functional teams, and implementing temporary fixes or workarounds. 3. Experience in retrieving, accessing, and reviewing log details ensuring data-sharing guidelines are followed. 4. Understanding of monitoring solutions, configuring alert thresholds, and investigating the reasons behind triggered alerts. 5. Strong communication skills in partnering with cross-functional teams to improve SLA achievement and optimize efficiency indicators. Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support. TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6 This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.