Operational Response Analyst
Day-To-Day:
The Operational Response Analyst manages and resolves urgent, high-impact incidents affecting customers, systems, or business operations. This role requires strong problem-solving skills, attention to detail, and clear communication. The analyst coordinates cross-functional responses, escalates issues, and ensures timely resolution while keeping stakeholders informed.
Key Responsibilities
- Monitor and triage critical incidents via ticketing and alert systems.
- Diagnose root causes of service disruptions or customer-impacting issues.
- Escalate and coordinate with IT, Engineering, Product, Operations, and Support teams.
- Track incident progress and maintain accurate documentation.
- Provide timely updates to leadership, internal teams, and customers.
- Act as liaison during critical response situations for transparent communication.
- Prepare incident summaries, postmortem reports, and stakeholder templates.
- Support root cause analysis and continuous improvement initiatives.
- Recommend process or system improvements to prevent recurring issues.
- Maintain incident response playbooks and escalation workflows.
- Analyze trends and KPIs to improve response times and reduce impact.
Must Haves
- 2–4 years of experience in incident management, customer support, service operations, or a related field.
- Proficiency with ticketing and incident management tools (e.g., ServiceNow, Jira, PagerDuty, Salesforce Service Cloud, Zendesk).
- Experience working cross-functionally in fast-paced or high-pressure environments.
- Need “Olympic Level” multitasking and organizational experience
- Knowledge of all the Microsoft Suite
- Clean, Organized, and Articulate resume. This will be factored in and reviewed
Plusses
- Clarity Experience
- Zendesk Experience
- Experience dealing with customers directly