Enterprise Operations Senior Analyst

Sidley Austin; Chicago (IL); Hybrid; USD 102,000 - 118,000; Full time

Job summary

Sidley Austin LLP seeks an ITIL-certified Enterprise Operations Senior Analyst to lead Major Incident Management in a 24x7 IT Operations Center. You will act as Incident Commander during outages, drive rapid restoration, and maintain governance, monitoring, and continuous improvements across hybrid on-prem/cloud environments.

The role requires 5+ years in IT operations, strong leadership in MIM, expertise in monitoring tools, Windows/Linux/VMware/Cisco, Azure, and ITSM with ServiceNow.

Qualifications

• Minimum 5 years in IT operations or NOC/ITOC environments.
• Minimum 5 years leading Major Incident Management and incident bridge facilitation.
• Advanced expertise with infrastructure monitoring suites such as Splunk, Dynatrace, SolarWinds, AppDynamics, ThousandEyes, SCOM.
• 5+ years of hands-on knowledge across Windows, Linux, VMware, and Cisco networking.
• Strong Azure cloud and hybrid IT infrastructure experience.
• Proficiency with ServiceNow or equivalent ITSM platforms.
• Strong scripting capabilities (Python, PowerShell, VBScript).
• Exceptional communication skills (verbal and written).

Responsibilities

• Lead as Incident Commander during major outages, directing bridge calls and prioritizing service restoration.
• Provide real-time updates to executives, stakeholders, and global teams.
• Maintain composure and clear leadership in high-pressure outages.
• Perform real-time monitoring and proactive health checks to prevent incidents.
• Collaborate with internal teams and vendors to escalate and resolve complex issues.
• Generate shift handover reports, incident retrospectives, and trend analyses.
• Contribute to continuous improvement with metrics, runbooks, and knowledge sharing.

Skills

Incident leadership

Major Incident Mgmt

ITIL

Cloud & Hybrid IT

Scripting (Python/PowerShell)

Executive communications

Education

Bachelor's degree in IT or related field

Tools

Splunk

SolarWinds

Dynatrace

AppDynamics

ThousandEyes

SCOM

Azure

ServiceNow

Job description

We are seeking an experienced and ITIL-certified Enterprise Operations Senior Analyst with proven expertise in Major Incident Management (MIM) and enterprise operations. This pivotal role prioritizes outage and incident response leadership while maintaining responsibility for continuous monitoring, diagnostics, and operational stability across our global 24x7x365 IT Operations Center (ITOC).

The successful candidate will thrive under pressure, lead cross-functional teams as Incident Commander during major outages, and ensure compliance with ITIL-aligned practices while safeguarding service continuity. In addition to incident leadership, this role will oversee proactive monitoring, troubleshooting, governance, and operational improvements in hybrid on-premises and cloud environments.

Major Incident Management

• Serve as Incident Commander during critical outages and high-priority incidents, leading technical bridge calls, directing escalation paths, and ensuring rapid service restoration.
• Manage real-time communications and provide timely updates to executives, stakeholders, and global teams.
• Maintain composure, clarity, and authority in high-pressure situations.

Operational Oversight & Monitoring

• Responsible for real-time monitoring of mission-critical infrastructure and enterprise applications using tools such as Splunk, SolarWinds, Dynatrace, AppDynamics, ThousandEyes, and SCOM.
• Conduct proactive health checks, leverage automation scripts, and resolve anomalies before they escalate into incidents.
• Collaborate with internal teams and vendors to escalate and resolve complex infrastructure and application issues.

Technical Escalation & Troubleshooting

• Perform deep-dive troubleshooting across server OS (Windows/Linux), virtualization platforms (VMware), networking protocols (TCP/IP, DNS, DHCP), and hybrid cloud environments (Azure).
• Utilize scripting (Python, PowerShell, VBScript) to support diagnostics, automation, and performance optimization.

Reporting & Collaboration

• Generate clear and professional shift handover reports, incident retrospectives, and trend analyses.
• Contribute to continuous improvement through metrics tracking, process refinement, and knowledge management.

Education and/or Experience: Required:

• A minimum of 5 years of experience in IT operations or NOC/ITOC environments.
• A minimum of 5 years of proven leadership in Major Incident Management (bridge call facilitation, executive communications, service restoration).
• Advanced expertise with infrastructure monitoring suites (Splunk, Datadog, ThousandEyes, AppDynamics, Dynatrace, SolarWinds).
• A minimum of 5 years of hands-on technical knowledge across Windows, Linux, VMware, and Cisco networking.
• Strong Azure cloud and hybrid IT infrastructure experience.
• Proficiency with ServiceNow or equivalent ITSM platforms.
• Strong scripting capabilities (Python, PowerShell, VBScript).
• Exceptional communication skills (verbal, written, executive-level updates).

Preferred:

• ITIL Foundation Certification.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience supporting Microsoft System Center Suite, Office 365, and collaboration platforms such as Zoom.
• Prior experience in legal industry IT environments with strict SLA expectations.
• Demonstrated success in operational improvements (runbook creation, automation, KPI tracking).

Other Skills and Abilities:

The following will also be required of the successful candidate:

• Strong organizational skills
• Strong attention to detail
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem-solving skills
• Able to work harmoniously and effectively with others
• Able to preserve confidentiality and exercise discretion
• Able to work under pressure
• Able to manage multiple projects with competing deadlines and priorities

#LI-Hybrid
#LI-JW1

The target salary range for this role is:

$102,000 - $118,000 if located in Illinois

Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email [e-mail] (current employees should contact Human Resources).

Sidley Austin LLP is an Equal Opportunity Employer.