Sr. Operations Analyst

First Command Financial Services•Fort Worth, TX

2d•Hybrid

About The Position

The Senior Operations Analyst supports First Command’s Observability practice by transforming operational data into actionable insight, improving visibility into service health, and connecting the work of support, engineering, architecture, site reliability, and automation teams. The role gathers, validates, analyzes, and correlates logs, alerts, monitoring signals, incidents, support cases, bugs, service-level measures, and business context to identify trends, recurring issues, operational risk, and improvement opportunities. The analyst develops dashboards and reporting for technical, business, and leadership audiences; supports incident and post-incident activities; and completes appropriately scoped reliability and automation assignments under established standards and technical guidance. The role builds an analytical and technical foundation for a potential future path in Site Reliability Engineering or Automation Engineering. The position also helps translate loosely defined business and operational requirements into structured analyses, actionable hypotheses, measurable outcomes, and informed recommendations for leadership. It collaborates across and beyond IT to identify monitoring gaps, recurring failure patterns, manual toil, and opportunities to improve reliability, scalability, supportability, and end-user experience.

Requirements

At least 4 years of experience in one or more of the following: business analysis, operational reporting, continuous improvement, data analysis, application support, or a related field; or IT operations, systems administration, systems engineering, monitoring and alerting, incident management, scripting, or related fields.
Demonstrated ability to analyze data or processes, document findings, and collaborate with stakeholders across teams.
Critical-thinking and analytical skills to examine operational data, distinguish isolated events from patterns, assess impact, and recommend appropriate follow-up.
Ability to collect, reconcile, and validate data from multiple sources and communicate limitations, assumptions, and data-quality concerns.
Ability to create understandable dashboards, reports, and visualizations for technical teams, business stakeholders, and leadership.
Foundational knowledge of observability and reliability concepts, including logs, metrics, alerts, traces, dashboards, service dependencies, incident lifecycle practices, SLIs, SLOs, and error budgets.
Foundational technical aptitude and willingness to learn query, scripting, automation, source-control, and Infrastructure as Code concepts using approved tools and standards.
Ability to follow defined engineering practices, test changes, document work, participate in peer review, and escalate when work exceeds assigned scope or risk tolerance.
Customer service, communication, and interpersonal skills to gather requirements, explain technical findings in plain language, and collaborate across organizational boundaries.
General understanding of IT systems and concepts such as Microsoft Azure, Microsoft 365, Salesforce, SaaS/PaaS/IaaS, monitoring and alerting, CI/CD, APIs, and Identity and Access Management.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Data Analytics, or a related field, or an equivalent combination of education, training, and relevant experience.
Experience with observability, dashboarding, operational reporting, technical support data, incident or defect analysis, service-level measures, scripting, automation, Agile delivery, or the Financial Services sector.
Relevant certification or completed training from Microsoft, CompTIA, ITIL, cloud, data analytics, scripting, automation, or another recognized authority.

Responsibilities

Analyze log trends to identify recurring issues, anomalies, and emerging risks; correlate logs with alerts, incidents, bugs, and support cases; assess telemetry coverage; and raise visibility gaps for remediation.
Correlate alerts with incidents, bugs, and support cases; analyze alert volume, recurrence, noise, coverage gaps, and operational impact; assist with initial alert triage and investigation; and implement data-driven improvements to alert quality and response effectiveness.
Analyze monitoring data for service degradation, anomalies, risks, and visibility gaps; connect monitoring signals to incidents, bugs, cases, and alerts; support tracking service-health and reliability measures; and help ensure monitoring information supports timely decisions.
Design, implement, maintain, and improve dashboards, scorecards, and recurring reports for incidents, bugs, alerts, service health, and reliability; validate data accuracy; establish baselines and KPIs; and communicate technical findings as operational and business insights.
Lead or support assigned incident triage, coordination, communications, documentation, timeline development, root cause analysis, and post-incident reviews; track severity, recurrence, impact, and restoration measures such as mean time to restore; identify systemic risks; and follow corrective or preventive actions through completion.
Track and report service-level indicators, service-level objectives, error-budget consumption, and burn trends where defined; correlate reliability trends with incidents, bugs, alerts, and support cases; identify accumulating reliability risk; and provide insight for prioritization and remediation.
Correlate bugs and defects with incidents, alerts, logs, monitoring signals, and support cases; analyze recurrence, age, impact, and systemic risk; improve prioritization evidence; and maintain reporting that supports accountable ownership and timely remediation.
Complete appropriately scoped reliability and automation work using established standards, peer review, and technical guidance, including updating dashboards and runbooks, writing basic telemetry queries, validating alerts, documenting service dependencies, improving reporting workflows, and building or enhancing approved scripts and automations.
Convert loosely defined business and operational requirements into structured analyses, actionable hypotheses, measurable outcomes, and recommendations to provide clarity during organizational change and inform leadership decisions.
Collaborate with groups within and outside IT to identify monitoring gaps, recurring failure patterns, manual toil, and opportunities to improve reliability, scalability, supportability, and end-user experience.
Maintain current knowledge of observability, reliability, automation, data analysis, incident management, and First Command business processes; build proficiency with approved tools and engineering practices; and complete practical assignments that prepare for progression and future specialization.