Operations Analyst

Avalore.ai is seeking an Operations Analyst to manage service-level agreement (SLA) compliance and performance reporting. The role monitors SLA metrics, investigates breaches, maintains monitoring systems and documentation, collaborates with service providers and IT teams, and supports service improvement, reviews, negotiations, and renewals.

What you'll do:

• The Operations Analyst will manage SLA compliance, analyze SLA performance, and ensure proper reporting
• This person will monitor and report on SLA performance, identifying breaches and recommending improvements
• This person will implement and maintain SLA monitoring systems, conduct regular performance reviews, and generate SLA compliance reports for stakeholders
• This person will track and analyze key performance metrics, investigate SLA breaches, and work with service providers to address performance issues
• This person will assist in developing and updating SLA documentation, including service catalogs and operational level agreements
• This person will contribute to the continuous improvement of SLA management processes, participate in service review meetings, and support the negotiation and renewal of SLAs
• This person will collaborate with other IT teams to ensure proper implementation of SLA monitoring, assist in troubleshooting SLA-related issues, and contribute to service improvement initiatives
• This person will stay current with SLA management best practices and tools, and support the integration of SLA management with broader IT service management frameworks

What they're looking for:

• * SECRET Security Clearance Required
• * CEH, Cloud+, GCIH, GICSP, GSEC, Security+, or SSCP certification (for Junior/Journeyman roles)
• * SecurityX / CASP+, CCNA, CCNP Security, CCSP, GCED, GCIA, GCLD, GDSA, or GFACT certification (for Senior roles)
• + **Junior:** 0 - 3 years of experience + Bachelor's Degree
• + **Journeyman:** 4 - 7 years of experience + Bachelor's Degree
• + **Senior:** 8+ years of experience + Bachelor's Degree
• * Good communication skills, self-starter mindset
• * Professional proficiency in English is required
• * Demonstrated proficiency in using all Microsoft Office applications
• * Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position
• * Moderate noise (i.e. business office with computers, phone and printers) and /or occasional Loud noise (airfield, large equipment)
• * Ability to sit at a computer terminal for an extended period of time

Benefits:

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program