Operations Analyst
About The Position
The Operations Analyst will manage SLA compliance, analyze SLA performance, and ensure proper reporting. This person will monitor and report on SLA performance, identifying breaches and recommending improvements. This person will implement and maintain SLA monitoring systems, conduct regular performance reviews, and generate SLA compliance reports for stakeholders. This person will track and analyze key performance metrics, investigate SLA breaches, and work with service providers to address performance issues. This person will assist in developing and updating SLA documentation, including service catalogs and operational level agreements. This person will contribute to the continuous improvement of SLA management processes, participate in service review meetings, and support the negotiation and renewal of SLAs. This person will collaborate with other IT teams to ensure proper implementation of SLA monitoring, assist in troubleshooting SLA-related issues, and contribute to service improvement initiatives. This person will stay current with SLA management best practices and tools, and support the integration of SLA management with broader IT service management frameworks.
Requirements
- SECRET Security Clearance Required
- CEH, Cloud+, GCIH, GICSP, GSEC, Security+, or SSCP certification (for Junior/Journeyman roles)
- SecurityX / CASP+, CCNA, CCNP Security, CCSP, GCED, GCIA, GCLD, GDSA, or GFACT certification (for Senior roles)
- Bachelor's Degree
- Good communication skills
- Self-starter mindset
- Professional proficiency in English is required
- Demonstrated proficiency in using all Microsoft Office applications
- Currently authorized to work in the United States on a full-time basis
Responsibilities
- Manage SLA compliance
- Analyze SLA performance
- Ensure proper reporting
- Monitor and report on SLA performance
- Identify SLA breaches and recommend improvements
- Implement and maintain SLA monitoring systems
- Conduct regular performance reviews
- Generate SLA compliance reports for stakeholders
- Track and analyze key performance metrics
- Investigate SLA breaches
- Work with service providers to address performance issues
- Assist in developing and updating SLA documentation, including service catalogs and operational level agreements
- Contribute to the continuous improvement of SLA management processes
- Participate in service review meetings
- Support the negotiation and renewal of SLAs
- Collaborate with other IT teams to ensure proper implementation of SLA monitoring
- Assist in troubleshooting SLA-related issues
- Contribute to service improvement initiatives
- Stay current with SLA management best practices and tools
- Support the integration of SLA management with broader IT service management frameworks
Benefits
- Employer Contributions to Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA) with a generous matching program
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Employee Assistance Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
