About This Role
An Operations Analyst will ensure that the company complies with its Service Level Agreements (SLAs) by managing, analyzing, monitoring, and reporting on SLA performance. This role involves identifying breaches, recommending improvements, and implementing and maintaining monitoring systems to track key performance metrics. The successful candidate will also assist in developing and updating SLA documentation and contributing to continuous improvement initiatives.
Responsibilities
- Manage SLA compliance
- Analyze SLA performance
- Ensure proper reporting
- Monitor and report on SLA performance, identifying breaches and recommending improvements
- Implement and maintain SLA monitoring systems
- Conduct regular performance reviews
- Generate SLA compliance reports for stakeholders
- Track and analyze key performance metrics
- Investigate SLA breaches
- Work with service providers to address performance issues
- Assist in developing and updating SLA documentation, including service catalogs and operational level agreements
- Contribute to the continuous improvement of SLA management processes
- Participate in service review meetings
- Support the negotiation and renewal of SLAs
- Collaborate with other IT teams to ensure proper implementation of SLA monitoring
- Assist in troubleshooting SLA-related issues
- Contribute to service improvement initiatives
- Stay current with SLA management best practices and tools
- Support the integration of SLA management with broader IT service management frameworks
Requirements
- SECRET Security Clearance Required
- Good communication skills, self-starter mindset
- Professional proficiency in English
- Demonstrated proficiency in using all Microsoft Office applications
- Applicants must be currently authorized to work in the United States on a full-time basis
Nice to have:
- 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)
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
