How will this role impact First Command?

The Senior Operations Analyst supports the Observability practice by transforming operational data into actionable insight, improving visibility into service health, and helping connect the work of support, engineering, architecture, site reliability, and automation teams.

The position gathers, validates, analyzes, and correlates logs, alerts, monitoring signals, incidents, support cases, bugs, service-level measures, and business context to identify trends, recurring issues, operational risk, and improvement opportunities. The Senior Operations Analyst develops dashboards and reporting for technical, business, and leadership audiences; supports incident and post-incident activities; and completes appropriately scoped reliability and automation assignments under established standards and technical guidance. This role builds the analytical and technical foundation needed to pursue a future path in Site Reliability Engineering or Automation Engineering.

What will the employee do in this role?

• Logging and Telemetry Analysis - analyze log trends to identify recurring issues, anomalies, and emerging risks; correlate logs with alerts, incidents, bugs, and support cases; assess whether available telemetry supports investigation, reporting, and operational decision-making; and raise visibility gaps for remediation.
• Alert Analysis and Triage - correlate alerts with incidents, bugs, and support cases; analyze alert volume, recurrence, noise, coverage gaps, and operational impact; assist with initial alert triage and investigation; and implement data-driven improvements to alert quality and response effectiveness.
• Monitoring and Service Health - analyze monitoring data to identify degradation, anomalies, risks, and gaps in visibility; connect monitoring signals to incidents, bugs, cases, and alerts; support tracking of service-health and reliability measures; and help ensure monitoring information supports timely operational and leadership decisions.
• Dashboarding and Reporting - design, implement, maintain, and continuously improve dashboards, scorecards, and recurring reports for incidents, bugs, alerts, service health, and reliability; validate data accuracy; establish baselines and KPIs; and translate technical findings into clear operational and business insights.
• Incident Management and Response - lead or support incident triage, coordination, communications, documentation, timeline development, root cause analysis, and post-incident reviews within assigned scope; track severity, recurrence, impact, and restoration measures such as mean time to restore; identify systemic risks; and follow assigned corrective or preventive actions through completion.
• Error Budget and Reliability Analysis - track and report service-level indicators, service-level objectives, error-budget consumption, and burn trends where defined; correlate reliability trends with incidents, bugs, alerts, and support cases; identify where reliability risk is accumulating; and provide data-driven insight to support prioritization and remediation decisions.
• Support Work Item and Defect Analysis - correlate bugs and defects with incidents, alerts, logs, monitoring signals, and support cases; analyze recurrence, age, impact, and systemic risk; improve the evidence available for prioritization; and maintain reporting that supports accountable ownership and timely remediation.
• Foundational Reliability and Automation Assignments - using established standards, peer review, and technical guidance, complete appropriately scoped work such as updating dashboards and runbooks, writing basic telemetry queries, validating alerts, documenting service dependencies, improving reporting workflows, and building or enhancing approved scripts and automations that reduce manual effort.
• Leading Through Change - Provide clarity during periods of organizational change by converting loosely defined business and operational requirements into structured analyses, actionable hypotheses, measurable outcomes, and informed recommendations for leadership decision-making.
• Cross-Functional Continuous Improvement - collaborate and build relationships with groups both within and outside IT to identify monitoring gaps, recurring failure patterns, manual toil, and opportunities to improve reliability, scalability, supportability, and end-user experience.
• Professional Development - maintain current knowledge of observability, reliability, automation, data analysis, incident management, and First Command business processes; build proficiency with approved tools and engineering practices; complete practical assignments that prepare the employee for progression and future specialization.

Skills & Qualifications

Education

• Preferred: Bachelor’s degree in Information Technology, Computer Science, Data Analytics, or a related field, or an equivalent combination of education, training, and relevant experience.

Work Experience

• Required: minimum 4 years of experience in one or more of the following:
• Business analysis, operational reporting, continuous improvement, data analysis, application support, or a related field; OR
• IT operations, systems administration, systems engineering, monitoring and alerting, incident management, scripting, or related fields.
• Required: demonstrated ability to analyze data or processes, document findings, and collaborate with stakeholders across teams.
• Preferred: experience with observability, dashboarding, operational reporting, technical support data, incident or defect analysis, service-level measures, scripting, automation, Agile delivery, or the Financial Services sector.

Certifications              

• Preferred: relevant certification or completed training from Microsoft, CompTIA, ITIL, cloud, data analytics, scripting, automation, or another recognized authority.

Required Knowledge, Skills and Abilities

• Critical thinking and analytical skills to examine operational data, distinguish isolated events from patterns, assess impact, and recommend appropriate follow-up.
• Ability to collect, reconcile, and validate data from multiple sources and communicate limitations, assumptions, and data-quality concerns.
• Ability to create understandable dashboards, reports, and visualizations that support technical teams, business stakeholders, and leadership decision-making.
• Foundational knowledge of observability and reliability concepts, including logs, metrics, alerts, traces, dashboards, service dependencies, incident lifecycle practices, SLIs, SLOs, and error budgets.
• Foundational technical aptitude and willingness to learn query, scripting, automation, source-control, and Infrastructure as Code concepts using approved tools and standards.
• Ability to follow defined engineering practices, test changes, document work, participate in peer review, and escalate when work exceeds assigned scope or risk tolerance.
• Customer service, communication, and interpersonal skills to gather requirements, explain technical findings in plain language, and collaborate across organizational boundaries.
• General understanding of IT systems and concepts such as Microsoft Azure, Microsoft 365, Salesforce, SaaS/PaaS/IaaS, monitoring and alerting, CI/CD, APIs, and Identity and Access Management.

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