Description Service Management Centre (SMC) AnalystLocation: Hybrid/Onsite (as required) - Alpharetta, GA
Duration: 6-12 Month Contract (Potential for Conversion)
Pay Rate: $26 - $30/hr (only on W2)
Shift: Thursday - Monday | 12:00 AM - 8:30 AM
About the Opportunity
Our client is transforming its Service Management Centre (SMC) from a traditional monitoring-focused operation into a modern Operational Command Center responsible for service reliability, major incident response, root cause analysis, and continuous service improvement.
This is an opportunity to join a team that sits at the heart of enterprise technology operations, partnering with engineering teams, cloud providers, service owners, and business stakeholders to maintain the stability and resilience of mission-critical services.
We're seeking an efficient, analytical individual who thrives in high-pressure environments, enjoys solving complex problems, and wants to help shape the future of IT operations rather than simply monitor alerts.
What You'll Be Doing
Major Incident & Operational Response
- Serve as the central coordination point during production incidents and service disruptions.
- Lead major incident response activities and drive restoration efforts to resolution.
- Coordinate technical teams across multiple support groups.
- Evaluate business impact and ensure timely escalation of critical issues.
- Facilitate incident bridge calls and maintain situational awareness throughout the incident lifecycle.
- Deliver clear and effective communications to both technical and business stakeholders.
Service Stability & Production Operations
- Monitor the health, availability, and performance of critical business services.
- Analyze events, alerts, and operational trends to identify service-impacting issues.
- Coordinate proactive remediation efforts to minimize risk and business disruption.
- Support production environments spanning cloud, hybrid, and on-premises technologies.
IT Service Management
- Support ITIL-based processes including:
- Incident Management
- Major Incident Management
- Maintain accurate documentation and records within ServiceNow.
- Promote operational excellence and process adherence.
Problem Management & Root Cause Analysis
- Lead Root Cause Analysis (RCA) activities following major incidents.
- Facilitate post-incident reviews and lessons-learned sessions.
- Partner with technical teams to identify underlying causes and corrective actions.
Continuous Improvement
- Challenge inefficient operational processes and recommend improvements.
- Participate in automation and operational maturity initiatives.
- Contribute to the future design and evolution of the Service Management Centre.
Requirements Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 3+ years of experience in IT Operations, Major Incident Management, Production Support, Service Operations, Command Center Operations, or a related discipline.
- Experience coordinating and driving resolution during high-priority incidents.
- Strong communication and stakeholder management skills.
- Ability to remain composed and effective in high-pressure situations.
- Experience documenting incidents, actions, and resolutions within ITSM platforms.
Preferred Experience
Experience with some or all of the following:
- ServiceNow or similar ITSM platforms
- Major Incident Management
- Problem Management
- Root Cause Analysis (RCA)
- Post-Incident Reviews
- Event Management & Monitoring Tools
- ITIL Framework and Best Practices
- Public Cloud Platforms (AWS, Azure, Google Cloud Platform)
- Hybrid Cloud Environments
- Windows and Linux Operating Systems
- Networking Fundamentals
- Enterprise Production Support Operations
Who Will Be Successful in This Role?
This is
not a traditional NOC, Help Desk, or ticket-processing position.
The ideal candidate is:
- Curious and proactive
- Comfortable leading during critical situations
- Passionate about operational excellence
- Focused on long-term solutions rather than band-aid fixes
- Interested in improving processes and influencing positive change
- Highly collaborative with strong communication skills
- Professionals with backgrounds in: Major Incident Management
- Enterprise Command Centers
- Production Support
- Service Operations
- IT Service Management
- Problem Management
- Site Reliability Operations
- Business-Critical 24x7 Operations
will be particularly successful in this role.
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