IT Service Operations Analyst

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.

The Network Solutions team is here to help online businesses protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day.

What you’ll do & how you’ll make your mark

As part of the Global Command Center, you will play a key role in the performance and stability of our product infrastructure and platforms across all data center and business locations. This team is committed to delivering the highest system uptime and operations transparency. You will be performing critical duties and have essential functions within our incident, event, change, and problem management processes and you must be able to demonstrate that you can stay composed, focused, and effective under pressure.

Roles & Responsibilities:

• Monitoring Server infrastructure, bandwidth utilization and website up-time through various monitoring applications and action alerts appropriately following the agreed OLA.
• Manage & drive restoration efforts for all IT incidents by guiding technical teams to execute timely resolutions. To use necessary escalation channels whenever appropriate to achieve resolution of incidents within the agreed service level agreement.
• Coordinate and manage communication bridges with intelligence and authority. Maintains bridge commander presence throughout the event.
• Provide timely, succinct and clear written and verbal communication to all stakeholders during internal crisis events and during shift transitions.
• Manage ticket lifecycle of all major incidents ensuring adherence to pre-defined incident & problem management process flow.
• Schedule and drive postmortem meetings, facilitating communication between technical and business stakeholders regarding lessons learned and root cause analysis, as well as identifying and documenting future action items.
• Track, report and manage all follow-up actions for timely closure including procedure, process, training, technology, and people actions associated with improving services.
• Review all scheduled changes and ensure the activities designed to implement the change are as per the standards containing scheduled start/end time, affected components, impact to users/customers, roll back time & procedure.
• Identifying potential Problems based upon a set of qualifying criteria and proposing new Problems for review.

Who you are & what you’ll need to succeed.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.