Platform Operations Analyst

Platform Operations Analyst

Thoriva

• Remote
• Full-Time

Thoriva, an Infinite Company, is seeking a Platform Operations Analyst to support the availability of the Education Platform. Acting as the first line of operational support for the Education Platform - this role is responsible for overnight and weekend monitoring of platform health, triage system and application alerts, executing recovery procedures, triggering and validating automated deployments, and escalating issues to higher-level support teams when appropriate.

Thoriva is an AI technology company delivering intelligent, data-driven solutions to transform government operations. We combine AI solutions, commercial expertise, and complex business logic to address government and federal agencies’ biggest challenges.

As Platform Operations Analyst, you play a critical role in ensuring platform availability, reliability, and continuity of service for consumers, clients, and business stakeholders. Success in this position requires strong attention to detail, sound judgment, adherence to established procedures, and the ability to respond effectively during incident situations. You will take action to ensure the Platform is performing at highest level of Availability and Performance.

You will be working in a high pressure, dynamic, and fast paced environment.

• Monitor enterprise applications, infrastructure, services, and scheduled processing jobs; triage alerts and identify potential service disruptions or missed processing deadlines
• Perform first-level troubleshooting using dashboards, job history, logs, and documented checks to establish symptoms, affected services, urgency, and business impact
• Execute approved runbooks, automation routines, and recovery procedures. Start or restart services and rerun jobs after confirming required checks, authorization, and documented stop conditions
• Validate recovery by checking service health and expected processing results. Identify incomplete or unsuccessful recovery, and upscale when further action is required outside of the approved procedure
• Create and maintain incident records with impact, actions taken, evidence, results, and follow-up items to enable clean hand-off to next-shift analysts without repeating work
• Escalate promptly according to incident severity, business impact, and documented thresholds. Follow the escalation path if the receiving team does not acknowledge
• Track open incidents through resolution or an acknowledged hand-off. Provide concise operational updates and support technical teams during service disruptions and major incidents
• Verify completion of critical business processes and overnight jobs, including required outputs and dependencies, and report failures or delays
• Perform routine operational tasks and support scheduled maintenance within approved procedures
• Manage multiple priorities simultaneously
• Prepare shift handoffs covering open incidents, processing status, upcoming deadlines, current issue owners, and required next actions
• Identify recurring issues, noisy alerts, and gaps in runbooks. Contribute corrections and improvement suggestions through an established review process

• Associate’s degree in information technology, Computer Science, Information Systems, or a related technical field; or equivalent combination of education and experience.
• Working knowledge of Windows and Linux operating systems including knowledge of basic concepts such as services, processes, permissions, and application connectivity.
• Foundational troubleshooting skills, including the ability to identify symptoms by reviewing alerts, logs, and job histories.
• Ability to follow documented operational procedures and…