IT Operations Specialist (2nd Shift)

Insight Global is seeking an IT Operation Specialist for one of our clients who is a growing leader in education, operating schools and educational programs around the world that span the life cycle of a student from early learning to higher education. This role will be hybrid remote in Parma, OH - working 2 days onsite 3 days remote. This would be second shift, Monday through Friday. Second shift for this role is 11:30am-8:00pm EST. This is a contract position with potential extensions based on performance.

As an IT Operations specialist you will be responsible for monitoring IT systems and infrastructure to ensure timely detection and resolution of incidents. You will manage alert systems, coordinate escalations, and facilitate effective communication between technical teams and stakeholders. Your expertise will help maintain system reliability and minimize downtime, ensuring business continuity. The ideal candidate will have a strong background in IT operations, excellent problem-solving skills, and the ability to communicate complex technical information clearly. You will work closely with cross-functional teams to implement best practices in incident management and improve operational workflows. This position requires a proactive approach to identifying potential issues and a commitment to continuous improvement in IT service delivery.

Additional Responsibilities Include:

• Analyze and prioritize alerts based on severity and impact.

• Initiate and manage escalation procedures according to established protocols.

• Maintain and update alerting and monitoring tools and documentation.

• Analyze incident trends and recommend improvements to reduce recurrence.

• Maintain documentation of incidents, alerts, and escalation actions.

• Continuously improve alerting and escalation processes.

• Communicate effectively with stakeholders regarding system status and incidents.

• Participate in post-incident reviews and report findings.

• Continuously evaluate and enhance communication protocols during incidents.

2+ years of experience in IT operations

• Experience with Microsoft Suite (Excel, Word, Outlook)

• Strong communication skills - verbal and written

• Bachelor’s Degree required - Experience working in or supporting a school

• Experience working with Zendesk