IT Operations and Incident Support Analyst
About The Position
The IT Operations and Incident Support Analyst monitors and supports on-premises and cloud-based software solutions and infrastructure, including enterprise job scheduling, batch processes, and the availability of internal- and customer-facing IT services. The role partners with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments. It is primarily hands-on: the analyst resolves issues independently and escalates to vendors or internal personnel as needed. The analyst supports operational performance across IT systems and services, coordinates incident response and communications, maintains run books and standard operating procedures, and assists with IT asset and vendor management. The role applies ITIL practices and change-management controls, monitors operational KPIs and SLAs, and works with IT leadership and business departments to improve service availability and align IT operations with organizational needs.
Requirements
- Proven experience as an IT Operations or Support Analyst, with attention to detail and a high sense of urgency.
- Experience with system installation, configuration, and analysis.
- Thorough knowledge of networks, on-premises computing, in-house-developed and vendor-developed software systems, and cloud computing.
- Strong communication skills for engaging technical and business partners.
- Technical proficiency and knowledge of IT infrastructure, networks, and systems to manage and troubleshoot issues effectively.
- Ability to manage multiple projects and competing tactical issues or initiatives.
- High problem-solving aptitude and expert knowledge in troubleshooting complex technical ecosystems.
- Bachelor's or master's degree in IT or a related technical field, such as Computer Science or Engineering, and/or 5+ years of IT Operations experience.
Responsibilities
- Monitor and support operational performance across IT hardware, software, data platforms, and processes.
- Resolve IT incidents, outages, and major incidents, including alerting, managing on-call rotations, communicating with business operations, and escalating to support personnel as needed.
- Analyze service-delivery components, including vendor payment oversight and account management, certificate management, and service account management.
- Coordinate and manage triage efforts and communications for major incidents, outages, and performance issues.
- Create, manage, and use established run books and standard operating procedures.
- Assist with management and inventory of IT assets, including hardware, vendor-provided platforms, and networks.
- Apply ITIL best practices and other appropriate frameworks to support effective operations and service availability.
- Ensure proper IT change management and auditability.
- Oversee, maintain, and report periodic IT Operations KPIs and SLAs, and partner with IT leadership to address negative trends.
- Operate and continuously improve standard operating procedures for system maintenance.
- Collaborate with technical support teams to address user and enterprise system issues.
- Collaborate with business departments to align IT operations with business objectives.
- Assist with management of IT service providers and vendors for services such as internet, cloud computing, and hardware maintenance.
- Support IT solutions that enhance mission-critical business operations and work with other departments to align IT with business needs.
- Partner with technical and business teams to develop, manage, test, and oversee high-availability and disaster-recovery environments.
- Troubleshoot issues independently and engage or escalate to vendors and internal personnel as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
