Senior Analyst, IT Operations

The Senior Analyst, IT Operations monitors, maintains, and supports enterprise technology infrastructure, critical business systems, and production service environments. The role leads operational response activities for complex incidents, service degradations, outages, maintenance events, capacity concerns, and recovery scenarios while ensuring adherence to established service management, security, compliance, and operational governance standards.

This position performs advanced troubleshooting, coordinates cross-functional response efforts, supports root-cause investigations, executes approved changes, and contributes to operational excellence initiatives. The role utilizes monitoring platforms, automation tools, operational procedures, and ITIL-based practices to maintain service stability and improve operational effectiveness.

The Senior Analyst also provides technical guidance to less experienced team members, supports operational readiness activities, and contributes to documentation, process improvement, and service optimization efforts.

Key Responsibilities

Service Monitoring & Operations

• Monitor enterprise infrastructure, platforms, systems, servers, applications, and services.
• Identify, assess, prioritize, and respond to operational events and alerts.
• Perform ongoing health checks, performance monitoring, capacity reviews, and operational validation activities.
• Maintain service availability and reliability across production environments.

Incident & Problem Management

• Lead resolution of escalated Tier 2 and Tier 3 incidents.
• Coordinate technical response activities across infrastructure, network, cloud, application, and security teams.
• Facilitate incident triage, impact assessment, escalation management, and service restoration.
• Participate in root cause analysis and problem management activities.
• Support development and implementation of preventative solutions.

Change & Release Support

• Execute approved changes in accordance with IT service management processes.
• Participate in maintenance activities, patching, upgrades, and production deployments.
• Validate operational readiness and implementation outcomes.
• Identify operational risks and recommend mitigation strategies.

Operational Continuity & Recovery

• Coordinate recovery activities during technology incidents and service interruptions.
• Support disaster recovery, business continuity, and failover testing activities.
• Execute operational recovery procedures and validation activities.
• Maintain readiness for critical service restoration events.

Process Improvement & Automation

• Identify opportunities to improve operational efficiency, reliability, and service quality.
• Support automation initiatives that reduce manual operational effort.
• Contribute to operational process redesign and service optimization projects.
• Recommend monitoring, alerting, and workflow enhancements.

Documentation & Governance

• Maintain operational procedures, runbooks, system documentation, and support materials.
• Document incidents, service interruptions, recovery activities, and changes.
• Support audit, compliance, and governance activities.
• Ensure adherence to organizational operating standards and technology policies.

Performance & Reporting

• Produce operational metrics, service reports, and trend analyses.
• Monitor SLA, availability, incident, change, and operational performance indicators.
• Support leadership reporting and performance reviews.
• Identify actionable recommendations based on operational data.

Technical Leadership & Knowledge Sharing

• Serve as a senior escalation resource for operational support teams.
• Provide technical coaching and guidance to junior analysts.
• Share operational knowledge and best practices.
• Support onboarding and development of team members.

Scope & Complexity

• Independently manages complex operational issues and service events.
• Coordinates response activities across multiple technical disciplines.
• Supports mission-critical systems and business services.
• Exercises judgment within established operational and governance frameworks.
• Frequently addresses ambiguous technical problems requiring analysis and prioritization.
• Influences operational decisions through technical expertise and service impact assessment.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or equivalent combination of education and experience.
• 4+ years of progressive experience in infrastructure operations, systems administration, NOC operations, cloud operations, or technology support environments.
• Experience supporting enterprise production environments.
• Experience with incident, problem, and change management processes.
• Experience using enterprise monitoring and operational management tools.
• Strong troubleshooting, analytical, and problem-solving skills.

Preferred Qualifications

• ITIL Foundation or related service management certification.
• Microsoft, AWS, Azure, Cisco, VMware, Linux, or platform-specific certifications.
• Experience supporting cloud platforms and hybrid infrastructure environments.
• Experience with automation, scripting, monitoring platforms, and operational analytics.
• Experience in healthcare, revenue cycle management, or highly regulated environments.