The Operations Analyst reports to the AVP Zone Leader and is a key member of the global IT Operations team. The IT Operations Senior Analyst will provide support for all engineering pillars and operating properties across the globe. This role involves managing global systems environments, working with engineering leaders across the globe to address issues, and driving efficiencies in the operating model. The Senior Analyst will collaborate with various departments to ensure seamless operations and support scalable operations to meet company growth.

This role supports the Operations Zone Leader in ensuring operational excellence across the globe and must continue to adjust and support scalable operations to meet aggressive company growth. This role works closely with our global engineering teams including our Global Capability Center, who runs and maintains the majority of Lockton’s global infrastructure estate and services, to ensure seamless operations across all time zones, 24 hours a day x 7 days a week x 365 days a year.

Operational Responsibilities

• Work closely with Sr analyst and Zone Leader to identify work which can be aligned with Service Desk and ability to increase first call resolution, minimizing tickets escalated to engineering
• Work with Zone Leader in defining best ITSM practices, problem management and process improvements
• Drive efficiencies in the Agile, KANBAN and operations processes and champion changes within the engineering organization
• Participate in the creation of a yearly roadmap that is aligned with the overall IT strategic direction and ensure the work processes are adapted to meet goals
• Supply timely feedback on operational problem management findings, drive problem management process improvements
• Implement and manage efficient operational processes and standards as measured by key performance indicators, including Operations Data Platform dashboards defined for all level of the leadership across the globe
• Create strong and trusted relationships with IT Engineering teams and security to ensure risk compliance and reporting
• Coordinate in-country service desk communications

• Minimum of 3 years' experience in technology operations
• Minimum of 2 years' experience working in a global operations environment
• Ability to translate business needs into technology solutions
• Ability to translate technology outcomes into specific process improvement and automation opportunities
• Ability to develop rapport and strong relationships with engineering teams and project managers
• Problem-solving mindset and analytical skills
• Willingness to travel within the zone in question

Preferred Skills and Experience

• Diverse background across technology
• Excellent communication, interpersonal and consultative skills to work effectively with peers, and IT management and staff, across all levels of the organization
• Willing to be hands-on digging into problems, processes to help drive innovation and evolution
• Open-minded, self-starter with a passion to learn and drive solutions and/or resolution to problems
• Proven ability to help drive change across teams