IT Operations Analyst

This role combines Network Operations Center (NOC) monitoring, data analytics, and Site Reliability Engineering (SRE) to ensure the availability, performance, and reliability of enterprise systems.

The position focuses on real-time monitoring, alert/event management, observability (including OpenTelemetry), and data-driven reporting, while continuously improving system reliability, alert quality, and operational efficiency.

The role bridges:

• Operations (incident monitoring and response)
• Analytics (dashboarding and reporting)
• Engineering (SRE, observability, and automation)

Monitoring & Observability

• Experience with ScienceLogic, Splunk, ServiceNow ITOM, or similar tools
• Strong understanding of observability concepts (metrics, logs, traces)
• Hands-on or working knowledge of OpenTelemetry (instrumentation and telemetry pipelines)
• Familiarity with event correlation and alert tuning

Data & Analytics

• Strong SQL / PL-SQL data extraction and manipulation
• Dashboarding and visualization using Tableau / ServiceNow

Operations & SRE

• Knowledge of ITIL incident and event management processes
• Experience with high-volume alert environments
• Strong analytical thinking and root cause analysis

Core Technical

• Understanding of infrastructure, applications, and distributed systems
• Exposure to automation or scripting (nice-to-have)

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Proven experience in:
  • NOC / Production Support / Monitoring roles
  • Incident and alert management using enterprise tools
  • Data analysis and dashboard development
• Exposure to SRE practices (reliability, automation, incident management)
• Familiarity with modern observability frameworks, including OpenTelemetry, is a strong advantage

• A. NOC Operations & Monitoring

  • Perform 24/7 monitoring of infrastructure and applications using tools such as ScienceLogic, Splunk, and ServiceNow
  • Detect and respond to system anomalies through dashboards and alerts
  • Execute first-level troubleshooting and escalate incidents based on severity
  • Maintain operational logs, runbooks, and incident documentation

  B. Alert & Event Management

  • Analyze, acknowledge, and triage alerts based on impact and service disruption
  • Correlate events and reduce alert noise through tuning and standardization
  • Convert alerts into incidents and manage through resolution lifecycle
  • Ensure alert quality (actionable, accurate, and prioritized signals)

  C. Site Reliability Engineering (SRE)

  • Monitor system reliability, availability, and performance
  • Participate in incident response, RCA, and post-incident reviews
  • Support SLI/SLO tracking and reliability improvements
  • Drive automation and continuous improvement to reduce operational workload

  D. Monitoring, Observability & OpenTelemetry

  • Implement and support end-to-end observability solutions (metrics, logs, traces)
  • Use OpenTelemetry for standardized telemetry collection and instrumentation
  • Improve visibility into distributed systems through trace and metric correlation
  • Support onboarding of services into monitoring platforms with consistent observability practices
  • Enhance signal-to-noise ratio through proper monitoring design

  E. Data Analysis & Reporting

  • Extract and analyze operational data using Excel and SQL / PL-SQL
  • Build dashboards in Tableau and ServiceNow Performance Analytics
  • Provide insights on incident trends, uptime, and performance metrics
  • Generate executive-level reports (MTTR, incident volume, availability)

  F. Dashboarding & Continuous Improvement

  • Develop real-time dashboards integrating multiple monitoring tools
  • Ensure data consistency across Splunk, ServiceNow, ScienceLogic, and databases
  • Identify monitoring gaps and propose improvements
  • Enable proactive monitoring through trend and predictive analysis