Service Management Center Analyst - Overnight Shift

Location: Hybrid/Onsite (as required) - Alpharetta, GA
Duration: 6-12 Month Contract (Potential for Conversion)
Pay Rate: $26 - $30/hr (W2 only)
Shift: Thursday - Monday | 12:00 AM - 8:30 AM

About the Opportunity

Our client is transforming its Service Management Centre (SMC) from a traditional monitoring-focused operation into a modern Operational Command Center responsible for service reliability, major incident response, root cause analysis, and continuous service improvement.

This is an opportunity to join a team that sits at the heart of enterprise technology operations, partnering with engineering teams, cloud providers, service owners, and business stakeholders to maintain the stability and resilience of mission-critical services.

We're seeking an efficient, analytical individual who thrives in high-pressure environments, enjoys solving complex problems, and wants to help shape the future of IT operations rather than simply monitor alerts.

Responsibilities

• Major Incident & Operational Response
  • Serve as the central coordination point during production incidents and service disruptions.
  • Lead major incident response activities and drive restoration efforts to resolution.
  • Coordinate technical teams across multiple support groups.
  • Evaluate business impact and ensure timely escalation of critical issues.
  • Facilitate incident bridge calls and maintain situational awareness throughout the incident lifecycle.
  • Deliver clear and effective communications to both technical and business stakeholders.
• Service Stability & Production Operations
  • Monitor the health, availability, and performance of critical business services.
  • Analyze events, alerts, and operational trends to identify service-impacting issues.
  • Coordinate proactive remediation efforts to minimize risk and business disruption.
  • Support production environments spanning cloud, hybrid, and on-premises technologies.
• IT Service Management
  • Support ITIL-based processes including:
    • Incident Management
    • Major Incident Management
  • Maintain accurate documentation and records within ServiceNow.
  • Promote operational excellence and process adherence.
• Problem Management & Root Cause Analysis
  • Lead Root Cause Analysis (RCA) activities following major incidents.
  • Facilitate post-incident reviews and lessons-learned sessions.
  • Partner with technical teams to identify underlying causes and corrective actions.
• Continuous Improvement
  • Challenge inefficient operational processes and recommend improvements.
  • Participate in automation and operational maturity initiatives.
  • Contribute to the future design and evolution of the Service Management Centre.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 3+ years of experience in IT Operations, Major Incident Management, Production Support, Service Operations, Command Center Operations, or a related discipline.
• Experience coordinating and driving resolution during high-priority incidents.
• Strong communication and stakeholder management skills.
• Ability to remain composed and effective in high-pressure situations.
• Experience documenting incidents, actions, and resolutions within ITSM platforms.

Preferred Qualifications

• Experience with some or all of the following:
  • ServiceNow or similar ITSM platforms
  • Major Incident Management
  • Problem Management
  • Root Cause Analysis (RCA)
  • Post-Incident Reviews
  • Event Management & Monitoring Tools
  • ITIL Framework and Best Practices
  • Public Cloud Platforms (AWS, Azure, GCP)
  • Hybrid Cloud Environments
  • Windows and Linux Operating Systems
  • Networking Fundamentals
  • Enterprise Production Support Operations

Skills

This is not a traditional NOC, Help Desk, or ticket-processing position.

The ideal candidate is:

• Curious and proactive
• Comfortable leading during critical situations
• Passionate about operational excellence
• Focused on long-term solutions rather than band-aid fixes
• Interested in improving processes and influencing positive change
• Highly collaborative with strong communication skills

Professionals with backgrounds in the following areas will be particularly successful in this role:

• Major Incident Management
• Enterprise Command Centers
• Production Support
• Service Operations
• IT Service Management
• Problem Management
• Site Reliability Operations
• Business-Critical 24x7 Operations

Pay

$26 - $30/hr (W2 only)

Schedule

Thursday - Monday | 12:00 AM - 8:30 AM