Operations Analyst

Senior Analyst, Enterprise Operations

📍 Chicago, IL (Hybrid – 3 days onsite per week)

Salary Range (Illinois): $102,000 – $118,000

Full-Time | Direct Hire | Exempt

This is a mid-shift position
:

• Thursday through Tuesday
• 3:00 PM – 11:30 PM
• Wednesdays and Thursdays off
• Hybrid (minimum 3 days onsite; weekend shifts may be remote)

* Candidates must be open to working weekends and mid-shift hours.

We are seeking two experienced Enterprise Operations Senior Analysts to support a global 24x7x365 IT Operations Center (ITOC). This is a senior-level role focused heavily on Major Incident Management (MIM) leadership and enterprise operational stability across hybrid on-premises and cloud environments (primarily Microsoft Azure).

This position is ideal for someone who thrives in high-pressure environments, can confidently lead major incident bridge calls as Incident Commander, and brings strong hands-on infrastructure troubleshooting experience.

* This is not a development or data-focused role — we are looking for experienced IT infrastructure operations professionals.

Major Incident Management (Primary Focus)

• Serve as Incident Commander during high-severity outages and critical incidents.
• Lead technical bridge calls and coordinate cross-functional response teams.
• Provide clear, executive-level communications and status updates.
• Drive timely service restoration while maintaining structured ITIL-aligned processes.
• Facilitate post-incident reviews and identify operational improvements.

Enterprise Monitoring & Operational Stability

• Monitor enterprise infrastructure and mission-critical applications using modern monitoring platforms.
• Perform proactive health checks and identify risks before escalation.
• Escalate and coordinate with engineering, infrastructure, and vendor teams.
• Ensure operational continuity across on-prem and cloud environments.

Technical Escalation & Troubleshooting

• Perform hands-on troubleshooting across:
• Windows & Linux server environments
• VMware and virtualization platforms
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Hybrid cloud infrastructure (Azure preferred)
• Utilize scripting (Power Shell, Python, etc.) for diagnostics and automation.
• Work within ITSM platforms such as Service Now to manage incident workflows.

Reporting & Continuous Improvement

• Produce detailed shift handoff documentation.
• Contribute to trend analysis and operational reporting.
• Support automation, runbook development, and KPI tracking initiatives.
• Identify opportunities to improve service reliability and response times.

• 5+ years of experience in enterprise-level IT operations (NOC/ITOC environments).
• 5+ years of experience leading Major Incident Management bridge calls
  .
• Strong background in IT infrastructure (servers, networking, virtualization).
• Experience with Azure and hybrid cloud environments.
• Experience using enterprise monitoring tools (e.g., Splunk, Solar Winds, Dynatrace, Datadog, Thousand Eyes, etc.).
• Proficiency with ITSM platforms such as Service Now.
• Strong communication skills, including executive-level updates.
• Ability to remain calm and decisive during high-impact incidents.

• ITIL Foundation Certification (strongly preferred).
• Experience in highly regulated or SLA-driven enterprise environments.
• Scripting experience (Power Shell, Python, etc.).
• Background in systems, network, or infrastructure administration.
• Experience supporting Microsoft collaboration platforms and enterprise systems.

• Strong analytical and problem-solving skills.
• Excellent organizational and documentation habits.
• Ability to work independently while collaborating across teams.
• Comfort working under pressure in a 24x7 operations environment.
• High degree of professionalism and discretion.

• Stable, established organization with global operations.
• Highly collaborative IT Operations team.
• Opportunities for professional growth and operational leadership.
• Exposure to enterprise-scale infrastructure and cloud environments.

If you are an experienced IT operations professional with strong Major Incident Management leadership and are open to mid-shift, weekend-based hybrid work, we encourage you to apply.