Technical Operations Analyst

About the Role:

The Technical Operations Analyst lives in the Marketplace Quality Reliability team and is responsible for centralizing the data from Marketplace's different tools. You will ensure this data is accessible and tailored to operational leaders across multiple support services. You must be proficient in SQL, with +3 years of significant experience working with data warehouses and data visualization tools. You are detail-oriented, extremely good at math, and exhibit initiative and curiosity.

Key Responsibilities:

• Monitor the organization's technical infrastructure, including servers, networks, databases, and applications, to identify and address performance issues, security vulnerabilities, and system errors
• Execute complex SQL queries to maintain custom tables, ensuring the integrity and accuracy of the stored data
• Use data visualization tools to create high-level dashboards that provide clear views of critical customer support metrics
• Collaborate with stakeholders across the organization to understand their data reporting and analysis needs, and ensure the relevant data is accessible so they can achieve their goals
• Work closely with other members of the TechOps team to determine the tracking, storage, and presentation of data for new customer experience related initiatives
• Create and maintain detailed written documentation of queries, processes, and dashboards to ensure a clear understanding of data-related workflows
• Write investment memos and scoping plans for data-related initiatives in customer support
• Coordinate and execute patch management activities, including testing, deployment, and validation of security patches and updates across the organization's infrastructure and applications.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA Security+, Cisco CCNA) are a plus.
• Proven experience in technical support, system administration, or IT operations, with a focus on troubleshooting and resolving technical issues in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues and implement effective solutions under pressure.
• Familiarity with operating systems (e.g., Windows, Linux), networking concepts, and cloud computing platforms (e.g., AWS, Azure) is preferred.
• Proficiency in scripting languages such as PowerShell, Python, or Bash for task automation and system administration tasks.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices for incident management, change management, and service delivery processes.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Attention to detail and a commitment to maintaining high standards of quality and reliability in technical operations.
• Ability to work independently and collaboratively as part of a team, prioritizing tasks and managing workload effectively to meet deadlines and service level agreements.
• The desire for continuous learning and professional development, staying updated on emerging technologies, industry trends, and best practices in technical operations and cybersecurity.

System Requirements

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position.