Insight Global is looking for a highly motivated and experienced Operations Center Analyst to join our 3rd shift team. This role is critical in managing high-priority incidents (P1/P2), facilitating bridge calls, and ensuring seamless communication between internal teams, suppliers, and external partners such as Verizon and Atos. The ideal candidate will be solutions-oriented, possess strong technical acumen, and thrive in a fast-paced, collaborative environment. We are able to compensate anywhere between $25-30/hour based on experience.
Key Responsibilities
- Triage and escalate incidents from the service desk and external sources.
- Determine incident severity (P1/P2) and initiate appropriate response protocols.
- Lead and facilitate bridge calls with 1050 participants, including engineers, suppliers, and customers.
- Drive resolution by engaging the right stakeholders and maintaining command and control of the situation.
- Monitor and manage ongoing incidents, ensuring timely updates and documentation in ServiceNow.
- Build and maintain strong relationships with internal teams and external partners.
- Generate and interpret turnover reports and dashboards in ServiceNow.
- Support routine operations, escalations, and smaller incident engagements.
- Provide detailed documentation and ensure smooth handoffs between shifts.
- Participate in a rotating schedule that includes weekends and extended hours during critical incidents.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- 67 years of experience in IT operations or service desk environments.
- Basic understanding of network, server, and security concepts.
- Familiarity with ServiceNow or similar ticketing systems.
- Strong customer service and relationship-building skills.
- Experience leading technical troubleshooting calls involving multiple engineers (e.g., firewall, server, network).
- Proven ability to manage high-pressure situations and de-escalate conflicts.
- Working knowledge of ITIL v3 or v4 frameworks.
- Experience with conference call tools and managing large group communications.
- Ability to work independently on solo shifts and collaboratively during team shifts.
- Comfortable with remote work and flexible scheduling.
- Prior experience leading priority calls and coordinating with managed service suppliers.
- ITIL v3 or v4 certification.
- Experience with enterprise security, telecom, services environments.
- Familiarity with ServiceNow dashboards and turnover reporting.
- Associate degree or equivalent technical certifications (or comparable experience).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.