Operations Analyst

Job Summary
The Operational Analyst plays a critical role within the Technical Operations Center (TOC), turning raw data into actionable insights that drive operational efficiency, automation resilience, and strategic decision-making. This role is responsible for proactively monitoring system and automation performance, identifying workflow bottlenecks, and supporting business-critical metrics in a fast-paced, high-growth environment. With a focus on real-time operations, the analyst collaborates closely with developers, incident managers, and business stakeholders to surface risks, uncover trends, and ensure the reliability and scalability of core technologies.

Essential Job Duties and Responsibilities


Workflow Monitoring

• Proactively monitor automations, applications, data pipelines, and infrastructure processes to detect failures, performance degradation, or delays.
• Surface abnormalities in real time and ensure timely triage or escalation when thresholds are exceeded.
• Familiarity with SLAs, standard response times, and alert prioritization

Root Cause Analysis

• Investigate operational disruptions using logs, monitoring data, queries, and system outputs across automation, data, and application layers.
• Contribute to resolution plans and collaborate with support and engineering teams to implement durable fixes and prevent recurrence.

Performance Metrics

• Build and maintain dashboards and reports that monitor SLA compliance, automation throughput, application uptime, error rates, and infrastructure health.
• Ensure visibility into system-wide operational KPIs across teams and leadership.

Process Optimization

• Use performance data to identify inefficiencies, recurring issues, or high-friction workflows across technical and business processes.
• Recommend enhancements that streamline operations, improve reliability, and support scale.

Cross-Team Collaboration

• Partner with developers, incident managers, infrastructure teams, and business stakeholders to translate trends into actionable improvements.
• Ensure alignment between business priorities and technical operations through data-backed insights and feedback loops.

Ad Hoc Analysis

• Conduct deep-dive investigations into escalations, exception cases, and performance anomalies.
• Deliver targeted reports and visualizations to support business decisions and operational planning.

Documentation

• Maintain detailed, up-to-date documentation for recurring issues, operational workflows, dashboards, and escalation procedures.
• Ensure all knowledge is well-organized, accessible, and aligned with incident and change management standards.
• Comfortable referencing and contributing to runbooks, SOPs, and exception handling procedures
• Supports incident documentation and contributes to operational knowledge bases (e.g., Confluence)

• 2-3 years of experience in operations analysis, business analytics, or IT support
• Strong SQL and Excel skills and with familiarity in Power BI and Grafana preferred.
• Willingness to support after-hours incident response when needed
• Experience in fast-paced or startup environments with high data volumes
• Proven ability to identify trends and communicate findings clearly
• Preferred: Awareness of basic security incident workflows and common network protocols
• Attention to detail with a proactive, solutions-oriented mindset
• Comfortable managing ambiguity and working independently
• Ability and willingness to learn end-to-end business processes, which are essential to effectively supporting and executing responsibilities in this role.

• Remote & Hybrid opportunities – Work from anywhere within the United States with reliable high-speed internet
• Multiple medical plan options
• Health Savings Account with company contributions
• Dental & vision coverage for you and your dependents
• 401k with Company match
• Vacation, sick time & Company paid holidays
• Company wellbeing program with health insurance incentives