Integrated Operations Center (IOC) Analyst

We are seeking an Integrated Operations Center Analyst to provide 24/7 monitoring, rapid incident response, and cross functional coordination to ensure service stability and minimize downtime of IT delivered services. With increasing demands on IT services, the position is critical for maintaining operational readiness, improving service delivery, and supporting the CAO mission.

Duties:

• Monitoring IT systems, infrastructure, and applications to detect issues
• Respond to incidents, and escalating complex problems when necessary
• Use various tools to identify and diagnose performance problems
• Responsible for writing and disseminating Alert notifications to stakeholders
• Write and contribute to post-incident analysis and documentation
• Technical skills in monitoring and observability tools
• Strong problem-solving skills in various disciplines
• Ability to use Business tools to create business workflow automation, and reports
• Knowledge of ITIL and ITSM Processes
• Ability to diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level
• Be able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

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• Excellent analytical, problem solving, and communication skills
• Strong understanding of IT operations, infrastructure, and service delivery practices
• Familiarity with enterprise monitoring tools
• Ability to work in 24/7 operational environment
• Experience in ticketing systems and incident management tools
• Familiarity with knowledge management
• Experience with Power BI, Power Automate, Power Automate required.
• Formalized training in technology being supported
• Certification in technical domain is a plus
• Proficiency in enterprise observability and monitoring platforms to identify, analyze, and interpret infrastructure, system, and application performance issues across a complex operational environment.
• Analytical Skills: Strong ability to assess alerts, events, and system performance data to identify actionable conditions, reduce false positives, and improve monitoring signal quality
• Application Performance Monitoring Skills: Experience monitoring application availability, performance, transaction behavior, and service dependencies to support issue isolation, incident triage, and service restoration.
• Operational Analysis Skills: Ability to correlate data from multiple monitoring sources, recognize patterns and trends, assess operational impact, and provide actionable insight to support incident response and continuous improvement.
• Technical Skills:
• Knowledge of ITIL and ITSM Processes: Strong understanding of ITIL processes for incident, problem, change, and service level management.
• Troubleshooting Skills: Ability to diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level.
• Communication Skills: Clear and concise communication, especially under pressure when liaising with other teams or stakeholders.
• Incident Escalation and Prioritization: Ability to determine incident severity and impact, escalating efficiently based on predefined procedures.
• Problem-Solving Skills: Strong analytical skills for root cause analysis and resolution of recurring issues.
• Technical competence: in creating reports, data analysis, and using Microsoft power platform tools like Power Automate for business process workflows, PowerBi for reporting operational status and metrics.

Education Requirements

• Related IT certifications preferred but not required
• Related college degree preferred but not required.
• ITIL qualification preferred
• CompTIA Certification preferred but not required.

DESIRED SKILLS:

• Related IT certifications preferred but not required
• Related college degree preferred but not required.
• ITIL qualification preferred
• CompTIA Certification preferred but not required.