Operations Analyst

Job Description

Insight Global is seeking a Service & Operations Analyst to support an AI-first Salesforce transformation initiative. This individual will serve as the operational backbone of the environment, leading incident management, monitoring system health, maintaining runbooks, and driving continuous improvement through automation. The ideal candidate has experience supporting enterprise SaaS applications in a production environment, excels under pressure during critical incidents, and leverages AI tools to accelerate diagnostics, documentation, and operational workflows. This role is highly focused on reducing manual processes, improving reliability, and creating scalable operational practices across the organization.

Day to Day:

• Monitor system health and application performance across critical platforms
• Lead incident bridges and coordinate resolution efforts during production issues
• Create post-mortems and drive actionable follow-up items
• Develop and maintain operational runbooks and documentation
• Perform vendor health checks and connectivity monitoring
• Track SLA metrics and build operational dashboards
• Utilize AI tools for incident timelines, diagnostics, and reporting
• Automate recurring operational tasks, health checks, and monitoring processes
• Support on-call rotations and production support activities
• Partner with engineering and platform teams to improve operational excellence

Skills and Requirements

• 3-5+ years of IT Operations, SaaS Operations, NOC, or Production Support experience
• Scripting experience with Python, PowerShell, or Bash
• Experience monitoring enterprise applications and managing incidents
• Strong troubleshooting and root cause analysis skills
• Experience leading incident bridges and coordinating cross-functional teams
• Ability to create and maintain operational runbooks and standard operating procedures
• Experience building and tracking SLA, uptime, and operational metrics
• Strong communication skills during high-pressure incidents
• AI-first mindset with daily use of AI tools for incident diagnostics, documentation, reporting, or automation
• Experience with Zoom, Iron Mountain, or enterprise communication platforms
• Salesforce platform support experience
• Experience supporting SaaS integrations and vendor-managed applications
• Monitoring tool experience (Splunk, Datadog, New Relic, Dynatrace, etc.)
• Experience automating health checks and operational processes ITIL certification or IT Operations best practice experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].