Operations Analyst

Key Responsibilities

• Define, implement, and maintain SLO monitoring solutions for complex enterprise systems, including thoughtful threshold design, alerting rules, and performance dashboards that align with business and mission priorities.
• Analyze key performance indicators and SLO trend data to identify root causes of degradation, translate findings into actionable technical changes and process improvements, and track outcomes over time.
• Collaborate with incident, problem, and performance management functions to investigate SLO breaches, correlate events across systems, and drive sustainable remediation with infrastructure and application owners.
• Develop, maintain, and regularly update SLO documentation, service catalogs, and operational level agreements to clearly capture expectations, dependencies, and escalation paths for supported services.
• Integrate SLO management into end-to-end IT service management lifecycle activities using ITIL-aligned practices and enterprise ticketing and monitoring platforms.
• Produce concise compliance dashboards, reports, and stakeholder-facing visualizations that highlight SLO status, emerging risk, and impact to mission-critical services.
• Cook up with infrastructure and application owners to validate monitoring coverage, troubleshoot SLO-related issues, and support continuous service improvement initiatives.

Required Qualifications

• U.S. citizenship with an Active Secret Clearance
• Bachelor’s degree in Information Technology, Computer Science, a related discipline, or equivalent relevant experience
• Typically 4-7 years of experience monitoring, managing, and reporting on SLO compliance in technical, highly regulated environments, including federal or defense IT
• Demonstrated experience working with incident, problem, and performance management processes and tools in an ITIL-aligned service environment
• Mets DoD 8140 requirements and holds an active Secret clearance appropriate for work in a cleared federal IT environment
• Strong analytical, troubleshooting, and communication skills with the ability to interpret performance data and clearly convey findings to technical and non-technical stakeholders

Preferred Qualifications

• Experience with enterprise application performance monitoring (APM) or observability platforms (e.g., APM, log analytics, distributed tracing) used for fine-grained SLO analysis
• Hands-on background with incident and problem management supporting government or defense organizations in an ITIL-based service desk context
• Possession of a DoD 8140-recognized cybersecurity or IT certification such as Security+ or an equivalent baseline credential
• Familiarity with compliance reporting for federal stakeholders and experience presenting metrics and SLO status to leadership forums or service review boards

Pay

$70,000 - $91,000/year