IT Operations Analyst

As an IT Operations Analyst at Peraton, you are responsible for 24/7 monitoring of systems, identifying and managing incidents, and overseeing root cause analysis of service interruptions. You'll communicate with various teams to facilitate service restoration and document technical issues effectively.

To apply for the IT Operations Analyst job at Peraton, candidates should have a high school diploma and 5+ years of related experience. Familiarity with the ServiceNow IT ticketing system and general knowledge in firewalls, switches, and both Windows and Linux servers is also expected.

The IT Operations Analyst role at Peraton requires coverage on a 24/7/365 shift basis. This means you'll work across all hours, providing essential monitoring and support whenever incidents occur, ensuring operations never skip a beat.

Peraton is committed to the growth of its employees, offering comprehensive medical benefits, tuition reimbursement, and assistance programs to ensure that IT Operations Analysts can continue their education and develop skills necessary for both personal and professional progress.

In the role of IT Operations Analyst at Peraton, you will primarily use the ServiceNow IT ticketing system along with monitoring tools to manage incidents. A solid understanding of network operations and systems will also be required to effectively troubleshoot issues as they arise.

Effective prioritization involves assessing the impact and urgency of each incident. I would classify incidents based on urgency, such as critical system outages needing immediate attention versus minor issues that can wait. Communicating clearly with stakeholders is vital to manage expectations.

In my previous roles, I used ServiceNow extensively for ticketing and incident management. I am comfortable creating, updating, and resolving tickets while utilizing its reporting capabilities to track incidents and identify trends for proactive measures.

I begin by gathering all relevant data during the incident, including logs and user reports. Then I analyze the information to identify patterns and underlying issues, and collaborate with teams to verify findings. Afterward, I document my findings and recommend preventive actions.

To ensure effective communication, I typically set up an ad hoc conference call that includes all relevant stakeholders and subject matter experts. I take notes throughout the discussion and relay updates regularly to keep everyone informed of the status and next steps.

In high-pressure situations, I focus on remaining calm and organized. I prioritize incidents based on urgency and impact, communicate proactively, and work systematically through the process. Utilizing my experience helps me make informed decisions quickly and effectively.

I once faced a major system outage affecting multiple users. I quickly gathered data, assembled a team of experts, and initiated a troubleshooting process while keeping communication open with affected users. We identified a configuration error, resolved it, and communicated updates throughout the process.

Crucial skills include strong analytical abilities, effective communication, proficiency in incident management systems, and technical knowledge of IT operations. Additionally, being a reliable team player and proactive learner greatly enhance success in this role.

I believe open dialogue is essential during disagreements. I listen to the other person's perspective, ensure everyone feels heard, and focus on the incident resolution rather than personal differences. Ultimately, our shared goal is to restore service as quickly as possible.

I have hands-on experience working with both firewalls and servers, including Windows and Linux environments. This allows me to understand how various technologies interact and respond appropriately during incidents that may involve these components.

The opportunity to contribute to national security and support critical operations motivates me. Knowing that my work directly impacts people's safety and security provides a sense of purpose that I find deeply rewarding as an IT Operations Analyst.