Enterprise Operations Senior Analyst

Openkyber; Alaska; On-site; USD 110,000 - 150,000; Full time

Job summary

CDW is seeking an Enterprise Operations Senior Analyst to lead Major Incident Management within a 24x7 IT Operations Center in Chicago. The role focuses on outage response, rapid service restoration, and maintaining enterprise infrastructure stability.

Ideal candidates will have 5+ years in IT Operations or ITOC with strong incident command experience, monitoring tool proficiency, and ITIL background. This is a high-visibility position requiring executive communication skills and cross-team

Qualifications

• 5+ years of IT Operations, NOC, or ITOC experience.
• 5+ years leading Major Incident Management and executive communications.
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, SolarWinds, or ThousandEyes.
• Strong technical knowledge of Windows, Linux, VMware, Cisco networking, and Azure.
• ServiceNow or comparable ITSM platform experience.
• Scripting experience with PowerShell, Python, or similar technologies.
• Excellent communication and stakeholder management skills.
• ITIL Foundation Certification preferred.

Responsibilities

• Serve as Incident Commander for critical outages and high-priority incidents
• Lead bridge calls, escalations, stakeholder communications, and service recovery efforts
• Monitor and troubleshoot enterprise infrastructure, cloud platforms, and business-critical applications
• Partner with technical teams to resolve complex Windows, Linux, VMware, networking, and Azure issues
• Drive operational improvements through automation, reporting, trend analysis, and process optimization

Skills

Incident management

Executive communications

Windows

Linux

VMware

Cisco networking

Azure

PowerShell

Communication

Education

ITIL Foundation Certification

Tools

Splunk

Dynatrace

AppDynamics

Datadog

SolarWinds

ThousandEyes

Job description

Enterprise Operations Senior Analyst (Major Incident Management / ITOC) Chicago, IL (Downtown) 2nd Shift - 3pm to 11pm - 5 days per week W2 only, no C2C CDW has an excellent opportunity for n Enterprise Operations Senior Analyst to lead Major Incident Management (MIM) efforts within a global 24x7 IT Operations Center. This role is ideal for a seasoned operational leader who excels in high-pressure outage situations, drives rapid service restoration, and helps maintain the stability of enterprise infrastructure and applications.

Key Responsibilities:

• Serve as Incident Commander for critical outages and high-priority incidents
• Lead bridge calls, escalations, stakeholder communications, and service recovery efforts
• Monitor and troubleshoot enterprise infrastructure, cloud platforms, and business-critical applications
• Partner with technical teams to resolve complex Windows, Linux, VMware, networking, and Azure issues
• Drive operational improvements through automation, reporting, trend analysis, and process optimization

Required Qualifications:

• 5+ years of IT Operations, NOC, or ITOC experience
• 5+ years leading Major Incident Management and executive communications
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, SolarWinds, or ThousandEyes
• Strong technical knowledge of Windows, Linux, VMware, Cisco networking, and Azure
• ServiceNow or comparable ITSM platform experience
• Scripting experience with PowerShell, Python, or similar technologies
• Excellent communication and stakeholder management skills
• ITIL Foundation Certification preferred

This is a high-visibility role offering the opportunity to lead enterprise incident response, improve operational resilience, and make a direct impact on business continuity.