Operations Center Analyst

About the role

The Operations Center Analyst is an integral part of Latham & Watkins' Technology & Information Services team. This role will work with the global helpdesk to resolve issues or escalate and triage incidents to global resolution groups, while developing collaborative, interactive relationships with subject matter experts within the Technology & Information Services department to ensure technology monitoring functions well for newly onboarded infrastructure and applications.

This role is based in our Las Vegas office and may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Responsibilities

• Working closely with members of the Systems Operations team to provide efficient procedures and communications to streamline processes and satisfy various department needs for issue remediation
• Assisting the supervisor and core infrastructure and business technology teams in creating regular performance and system capacity reports for updates to senior management on system capacity for budgeting and forecasting
• Identifying and recommending opportunities for Continual Service Improvement for key services alongside Event, Problem, Incident, Change Management, and Technology Operations best practice activities
• Initiating maintenance and troubleshooting by responding to alerts, investigating issues, and analyzing data to escalate problems, in addition to handling helpdesk escalations, managing scheduled maintenance, monitoring for system issues, and updating tickets promptly, logging resolutions and recommendations
• Collaborating on operational onboarding by developing policies, processes, and procedures to establish standard practices that optimize support and delivery for global technology staff
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Qualifications

• Demonstrate a broader departmental view in decisions
• Exhibit the ability to proactively identify and escalate issues and risks
• Possess the ability to mentor junior colleagues and promote accountability
• A high school diploma or equivalent
• A bachelor’s degree or equivalent in Information Technology or a related field; a minimum of four (4) years of experience may be considered in lieu of a degree
• Information Technology Infrastructure Library (ITIL) Foundation certification, preferably Certifications in one or more of the following: Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified IT Professional (MCITP), VMware Certified Professional (VCP), Azure, Amazon Web Services (AWS), CompTIA, Cisco, or equivalent experience, preferably
• A minimum of three (3) years of experience in a helpdesk, Network Operations Center (NOC), or Information Technology (IT) support role
• Experience working with IT systems management ticketing support, preferably in a multi-site enterprise-scale environment
• A minimum of two (2) years of experience working with or supporting Microsoft technology components such as Windows Operation System (OS), Internet Information Services (IIS), Active Directory (AD), SQL Server, Domain Name System (DNS), etc., used to deliver software solutions and services
• Experience with VMware NSX, Site Recovery Manager (SRM), vSAN, and other vSphere supporting technologies, preferably