Operations Analyst

Insight Global; New York (NY); On-site; USD 95,000 - 135,000; Full time

Job summary

Insight Global is seeking a Service & Operations Analyst to support an AI-first Salesforce transformation initiative. You’ll act as the operational backbone, managing incidents, monitoring system health, and maintaining runbooks to drive automation and reliability.

Ideal candidates bring 3–5+ years in IT/SaaS operations, scripting skills, and experience building runbooks, SLAs, and operational metrics. You will work with cross-functional teams to reduce manual work and scale operational

Qualifications

• 3–5+ years in IT Operations, SaaS Operations, NOC, or Production Support.

Responsibilities

• Monitor system health and application performance across critical platforms.
• Lead incident bridges and coordinate resolution efforts during production issues.
• Create post-mortems and drive actionable follow-up items.
• Develop and maintain operational runbooks and documentation.
• Perform vendor health checks and connectivity monitoring.
• Track SLA metrics and build operational dashboards.
• Utilize AI tools for incident timelines, diagnostics, and reporting.
• Automate recurring operational tasks, health checks, and monitoring processes.
• Support on-call rotations and production support activities.
• Partner with engineering and platform teams to improve operational excellence.

Skills

IT Operations

SaaS Operations

Scripting

Incident management

Root cause analysis

Incident bridges

Runbooks & SOPs

SLA & uptime metrics

AI-first mindset

Enterprise communications

Tools

Splunk

Datadog

New Relic

Dynatrace

ITIL

Job description

Job Description

Insight Global is seeking a Service & Operations Analyst to support an AI-first Salesforce transformation initiative. This individual will serve as the operational backbone of the environment, leading incident management, monitoring system health, maintaining runbooks, and driving continuous improvement through automation. The ideal candidate has experience supporting enterprise SaaS applications in a production environment, excels under pressure during critical incidents, and leverages AI tools to accelerate diagnostics, documentation, and operational workflows. This role is highly focused on reducing manual processes, improving reliability, and creating scalable operational practices across the organization.

Required Skills & Experience

• 3-5+ years of IT Operations, SaaS Operations, NOC, or Production Support experience
• Scripting experience with Python, PowerShell, or Bash
• Experience monitoring enterprise applications and managing incidents
• Strong troubleshooting and root cause analysis skills
• Experience leading incident bridges and coordinating cross-functional teams
• Ability to create and maintain operational runbooks and standard operating procedures
• Experience building and tracking SLA, uptime, and operational metrics
• AI-first mindset with daily use of AI tools for incident diagnostics, documentation, reporting, or automation
• Experience with Zoom, Iron Mountain, or enterprise communication platforms

Nice to Have Skills & Experience

• Experience supporting SaaS integrations and vendor-managed applications
• Monitoring tool experience (Splunk, Datadog, New Relic, Dynatrace, etc.)
• Experience automating health checks and operational processes ITIL certification or IT Operations best practice experience

Day to Day:

• Monitor system health and application performance across critical platforms
• Lead incident bridges and coordinate resolution efforts during production issues
• Create post-mortems and drive actionable follow-up items
• Develop and maintain operational runbooks and documentation
• Perform vendor health checks and connectivity monitoring
• Track SLA metrics and build operational dashboards
• Utilize AI tools for incident timelines, diagnostics, and reporting
• Automate recurring operational tasks, health checks, and monitoring processes
• Support on-call rotations and production support activities
• Partner with engineering and platform teams to improve operational excellence