Operations Analyst

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

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.

• 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.

• 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.
• Perform hands‑on troubleshooting across:
• 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.
• 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.
• Ability to remain calm and decisive during high‑impact incidents.

• ITIL Foundation Certification (strongly preferred).
• Experience in highly regulated or SLA‑driven enterprise environments.
• 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.