Enterprise Operations Senior Analyst

About the role

We are seeking an experienced and ITIL-certified Enterprise Operations Senior Analyst with proven expertise in Major Incident Management (MIM) and enterprise operations.

Responsibilities

• Serve as Incident Commander during critical outages and high-priority incidents, leading technical bridge calls, directing escalation paths, and ensuring rapid service restoration.
• Manage real-time communications and provide timely updates to executives, stakeholders, and global teams.
• Maintain composure, clarity, and authority in high-pressure situations.
• Operational Oversight & Monitoring
• Responsible for real-time monitoring of mission-critical infrastructure and enterprise applications using tools such as Splunk, SolarWinds, Dynatrace, AppDynamics, ThousandEyes, and SCOM.
• Conduct proactive health checks, leverage automation scripts, and resolve anomalies before they escalate into incidents.
• Collaborate with internal teams and vendors to escalate and resolve complex infrastructure and application issues.
• Technical Escalation & Troubleshooting
• Perform deep-dive troubleshooting across server OS (Windows/Linux), virtualization platforms (VMware), networking protocols (TCP/IP, DNS, DHCP), and hybrid cloud environments (Azure).
• Utilize scripting (Python, PowerShell, VBScript) to support diagnostics, automation, and performance optimization.
• Reporting & Collaboration
• Generate clear and professional shift handover reports, incident retrospectives, and trend analyses.
• Contribute to continuous improvement through metrics tracking, process refinement, and knowledge management.

Requirements

• A minimum of 5 years of experience in IT operations or NOC/ITOC environments.
• A minimum of 5 years of proven leadership in Major Incident Management (bridge call facilitation, executive communications, service restoration).
• Advanced expertise with infrastructure monitoring suites (Splunk, Datadog, ThousandEyes, AppDynamics, Dynatrace, SolarWinds).
• A minimum of 5 years of hands-on technical knowledge across Windows, Linux, VMware, and Cisco networking.
• Strong Azure cloud and hybrid IT infrastructure experience.
• Proficiency with ServiceNow or equivalent ITSM platforms.
• Strong scripting capabilities (Python, PowerShell, VBScript).
• Exceptional communication skills (verbal, written, executive-level updates).

Preferred

• ITIL Foundation Certification.
• Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience supporting Microsoft System Center Suite, Office 365, and collaboration platforms such as Zoom.
• Prior experience in legal industry IT environments with strict SLA expectations.
• Demonstrated success in operational improvements (runbook creation, automation, KPI tracking).