IT Operations Analyst

Western Alliance Bank•Columbus, OH

1d•Onsite

About The Position

As a Staff IT Analyst II, you will lead activities to review current processes and metrics that support operational effectiveness, identify constraints or opportunities that inhibit or accelerate the business and/or technology strategy, and develop solution approaches to improve business outcomes. You will lead the development and review of artifacts that accurately describe current and future state processes, practices, and metrics, including documentation of alternative approaches and their impact on KRIs, KPIs, and operational performance. Additionally, you will facilitate discussions with IT, Product, and Business stakeholders to define problem statements, gather insights, and validate findings to ensure the appropriate issues and opportunities are being addressed. In this role, you will apply technical expertise in API and integration platforms to support enterprise systems and services, with a focus on MuleSoft-based implementations. You will be responsible for supporting and administering integration platforms across multiple environments, ensuring platform stability, scalability, and security while driving continuous improvement in operational performance. The position operates within a production support and delivery model, requiring active participation in incident response, troubleshooting, and root cause analysis to maintain system reliability and availability. You will monitor platform health, analyze performance and usage trends, and implement improvements that enhance system efficiency and reduce operational risk. You will collaborate closely with application, infrastructure, and product teams to resolve complex integration issues, support deployments and platform upgrades, and ensure alignment with enterprise standards and regulatory requirements. The role also includes contributing to automation initiatives, improving operational processes, and maintaining comprehensive documentation of integration environments, configurations, and procedures. Through a combination of analytical capabilities and technical expertise, you will help drive operational excellence, support critical business functions, and ensure the reliability and effectiveness of enterprise integration services. Apply technical expertise in API and integration platforms to support operational delivery, system stability, and continuous improvement initiatives Capture and maintain KRIs, KPIs, and operational metrics to measure platform performance, reliability, and improvement outcomes. Support and administer the MuleSoft Anypoint Platform across multiple environments, including configuration, deployment, and ongoing maintenance Manage platform infrastructure components including VPCs, VPNs, load balancers, and runtime fabric clusters to ensure high availability and scalability Administer API gateway capabilities, including API policies, security controls, and access management Monitor platform health, performance, and usage, leveraging tools such as Prometheus, Grafana, and ELK Provide Level 2 support for MuleSoft-related incidents, including troubleshooting, root cause analysis, and issue resolution Analyze system logs and performance data to identify recurring issues and recommend improvements to stability and efficiency Execute deployments of MuleSoft applications and manage environment promotion processes Plan and implement platform upgrades, patches, and hotfixes in alignment with operational and security requirements Implement automation to improve operational efficiency and reduce manual intervention Support integration-related incident response and participate in problem management processes Ensure platform security and compliance with regulatory and internal policy requirements Maintain accurate and comprehensive documentation of platform configurations, processes, and operational procedures Lead projects with the expectation that defined business outcomes are achieved. Work to fully understand how the work connects to the defined project objectives, the work breakdown structure for the activities, setting and meeting deadlines for that work. Lead discussions with stakeholders and subject matter experts needed to gather requirements and review artifacts, while working to resolve issues that impede progress. Develop a list of critical documentation and artifacts to meet project objectives and complete development of high quality deliverables, while effectively communicating any relevant learnings, findings, or impacts, with the subject matter experts. Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.

Requirements

5+ years of experience in IT operations, application support, or enterprise integration platforms (e.g., API-based systems such as MuleSoft), including production support and incident management.
Bachelor’s degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical or business-technology field required.
3+ years of hands-on experience supporting API and integration platforms, including MuleSoft or similar technologies.
Experience working with API technologies, integration patterns, and service-oriented architectures.
Experience supporting distributed systems, cloud-based platforms, or infrastructure components such as networking, load balancing, or containerized environments.
Experience supporting production systems in an L2 or higher support model, including incident response and root cause analysis.
Understanding of API security concepts and best practices, including authentication, authorization, and secure deployment standards.
Intermediate to advanced in process and data analysis within a specific domain or functional area utilizing critical thinking skills.
Intermediate to advanced working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
Intermediate speaking and writing communication skills.

Nice To Haves

Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK or similar) preferred.
Entry level to intermediate knowledge of general Financial Services or Banking is preferred.
Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

Responsibilities

Lead activities to review current processes and metrics that support operational effectiveness.
Identify constraints or opportunities that inhibit or accelerate the business and/or technology strategy.
Develop solution approaches to improve business outcomes.
Lead the development and review of artifacts that accurately describe current and future state processes, practices, and metrics.
Facilitate discussions with IT, Product, and Business stakeholders to define problem statements, gather insights, and validate findings.
Apply technical expertise in API and integration platforms to support enterprise systems and services, with a focus on MuleSoft-based implementations.
Support and administer integration platforms across multiple environments, ensuring platform stability, scalability, and security.
Drive continuous improvement in operational performance.
Participate in incident response, troubleshooting, and root cause analysis to maintain system reliability and availability.
Monitor platform health, analyze performance and usage trends, and implement improvements.
Collaborate closely with application, infrastructure, and product teams to resolve complex integration issues, support deployments and platform upgrades.
Contribute to automation initiatives and improve operational processes.
Maintain comprehensive documentation of integration environments, configurations, and procedures.
Capture and maintain KRIs, KPIs, and operational metrics to measure platform performance, reliability, and improvement outcomes.
Support and administer the MuleSoft Anypoint Platform across multiple environments, including configuration, deployment, and ongoing maintenance.
Manage platform infrastructure components including VPCs, VPNs, load balancers, and runtime fabric clusters.
Administer API gateway capabilities, including API policies, security controls, and access management.
Monitor platform health, performance, and usage, leveraging tools such as Prometheus, Grafana, and ELK.
Provide Level 2 support for MuleSoft-related incidents, including troubleshooting, root cause analysis, and issue resolution.
Analyze system logs and performance data to identify recurring issues and recommend improvements.
Execute deployments of MuleSoft applications and manage environment promotion processes.
Plan and implement platform upgrades, patches, and hotfixes.
Implement automation to improve operational efficiency and reduce manual intervention.
Support integration-related incident response and participate in problem management processes.
Ensure platform security and compliance with regulatory and internal policy requirements.
Maintain accurate and comprehensive documentation of platform configurations, processes, and operational procedures.
Lead projects with the expectation that defined business outcomes are achieved.
Lead discussions with stakeholders and subject matter experts needed to gather requirements and review artifacts.
Develop a list of critical documentation and artifacts to meet project objectives and complete development of high quality deliverables.
Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.