Operations Analyst

About the role

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. They will implement and maintain SLA monitoring systems, conduct regular performance reviews, and generate SLA compliance reports for stakeholders. They will track and analyze key performance metrics, investigate SLA breaches, and work with service providers to address performance issues. They will assist in developing and updating SLA documentation, including service catalogs and operational level agreements. They will contribute to the continuous improvement of SLA management processes, participate in service review meetings, and support the negotiation and renewal of SLAs. They 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. They 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)
• Junior: 0 – 3 years of experience + Bachelor’s Degree
• Journeyman: 4 – 7 years of experience + Bachelor’s Degree
• Senior: 8+ years of experience + Bachelor’s Degree
• Good communication skills, self-starter mindset
• Professional proficiency in English is required
• Demonstrated proficiency in using all Microsoft Office applications
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position

Work Environment

• Moderate noise (i.e., business office with computers, phone and printers) and/or occasional loud noise (airfield, large equipment)
• Ability to sit at a computer terminal for an extended period of time

Physical Demands

• While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear
• Employee is often required to sit and use their hands and fingers to operate a computer
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Travel

• Up to 10% / Occasional travel

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

Pay

Salary at Avalore is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. Salary estimates for this job range from $85,000 – $184,000.