Product Reliability Operations Analyst

Sydney, Australia

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Palantir Technologies

We build software that empowers organizations to effectively integrate their data, decisions, and operations.

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A World-Changing Company
At Palantir, we’re passionate about building software that solves problems. We partner with the most important institutions in the world to transform how they use data and technology. Our software has been used to stop terrorist attacks, discover new medicines, gain an edge in global financial markets, and more. If these types of projects excite you, we'd love for you to join us.
The Role
Product Reliability Operations Analysts (PROs) design, build, and manage cutting-edge infrastructure and tooling that allows Palantir’s teams to operate efficiently and collaborate with ease. PROs embed with Product Development teams across the business to grow and improve team operations.
As a PRO, you are excellent at managing projects, organizing timelines, communicating change, and getting things done. You’ll have operational responsibilities from the outset, and over the course of your tenure are expected to streamline workflows and develop operational best practices. PROs are detail-oriented and have a passion for understanding how technology, systems and people work.
Example projects: • Product Campaigns: Product Reliability Operations Analysts help co-ordinate organization-wide initiatives. Whether the goal is to deprecate a software version across customers, ensure that a hotfix is deployed ASAP, or accelerate adoption of the latest features, PROs play an integral role in ensuring that Palantir is tracking business-critical actions across dozens of development teams and hundreds of production environments. • Customer Support & Trainings: Product Reliability Operations Analysts embed with Palantir’s customer support team and are responsible for designing, building, and operating our customer support ticketing and metrics systems. • Product Support Processes & Infrastructure: Product Reliability Operations Analysts work closely with Product Reliability Engineers to make sure that Palantir’s 24/7/365 emergency support system operates smoothly and evolves in step with our incident management frameworks.
For more information on the team, please read our Blog.

Core Responsibilities

  • Provide first line support to Palantir customers, users, and engineers.
  • Triage product questions, team actions, bugs and other issues to teams across Palantir.
  • Design, build and own operational workflows for Engineering teams across Palantir.
  • Collaborate with engineers across Product and Business teams to ensure that critical and time-sensitive projects are managed smoothly, and driven to completion.
  • Write technical and educational resources for users and Business teams.
  • Take part in a 24/7 on-call rotation to address mission-critical incidents as they arise. Frequency varies by location.

What We Value

  • Excellent project management skills, with an ability to optimize processes and balance many competing priorities in a fast-paced, dynamic environment.
  • Ability to develop a deep understanding of Palantir's products and tooling, and use written/verbal communication skills to explain complex technical concepts to users of all technical abilities.
  • Meticulous attention to detail, including maintaining accurate records and diligently tracking key project metrics.
  • Ability to work both independently and make decisions under minimal supervision, as well as collaborate as part of a team.
  • Willingness and interest to travel to other Palantir offices as needed.
  • Engineering and/or Operations-focused background. Experience in fields such as Software Engineering, Electrical/Information Engineering, System Administration, IT Operations, Data Science, Math, and Physics is preferred but not required.
  • Experience coding with Java, Python and/or web technologies (e.g. HTML, CSS, JavaScript, Python/Ruby, Django/Flask/Ruby on Rails, etc.) is a plus.
Palantir is committed to promoting a culture of diversity, equity, and inclusion. We believe that all Palantirians share the responsibility of upholding our commitment to these values and encourage candidates from a wide range of backgrounds, perspectives, and lived experiences to join us in solving the world's hardest problems.
Palantir is committed to making the job application process accessible to everyone. If you are living with a disability (visible or not visible) and need to request a reasonable accommodation for any part of the application or hiring process, please reach out and let us know how we can help.
Job perks/benefits: Flex vacation
Job region(s): Asia/Pacific
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