Platform Operations Analyst

Summary

Thoriva, an Infinite Company, is an AI technology company delivering intelligent, data-driven solutions for government operations. The Platform Operations Analyst supports the availability, reliability, and continuity of the Education Platform by monitoring systems, triaging alerts, executing recovery procedures, validating deployments and processing, and escalating incidents as needed.

Responsibilities

• Monitor enterprise applications, infrastructure, services, and scheduled processing jobs; triage alerts and identify potential service disruptions or missed processing deadlines
• Perform first-level troubleshooting using dashboards, job history, logs, and documented checks to establish symptoms, affected services, urgency, and business impact
• Execute approved runbooks, automation routines, and recovery procedures. Start or restart services and rerun jobs after confirming required checks, authorization, and documented stop conditions
• Validate recovery by checking service health and expected processing results. Identify incomplete or unsuccessful recovery, and escalate when further action is required outside of the approved procedure
• Create and maintain incident records with impact, actions taken, evidence, results, and follow-up items to enable clean hand-off to next-shift analysts without repeating work
• Escalate promptly according to incident severity, business impact, and documented thresholds. Follow the escalation path if the receiving team does not acknowledge
• Track open incidents through resolution or an acknowledged hand-off. Provide concise operational updates and support technical teams during service disruptions and major incidents
• Verify completion of critical business processes and overnight jobs, including required outputs and dependencies, and report failures or delays
• Perform routine operational tasks and support scheduled maintenance within approved procedures
• Manage multiple priorities simultaneously
• Prepare shift handoffs covering open incidents, processing status, upcoming deadlines, current issue owners, and required next actions
• Identify recurring issues, noisy alerts, and gaps in runbooks. Contribute corrections and improvement suggestions through an established review process

Skills

• Associate's degree in information technology, Computer Science, Information Systems, or a related technical field; or equivalent combination of education and experience
• Working knowledge of Windows and Linux operating systems including knowledge of basic concepts such as services, processes, permissions, and application connectivity
• Foundational troubleshooting skills, including the ability to identify symptoms by reviewing alerts, logs, and job histories
• Ability to follow documented operational procedures and troubleshooting guides
• Excellent oral and written communication and interpersonal skills
• Ability to document technical work clearly, communicate status and impact, and provide actionable handoffs to other support staff
• Strong attention to detail and ability to prioritize concurrent issues based on business impact, urgency, and processing deadlines
• Ability to learn new tools and procedures, apply feedback, and remain methodical during incidents
• 1-3 years of experience in IT operations, technical support, help desk, network operations center (NOC), production support, or related technical environments
• Experience supporting enterprise applications or production environments
• Experience with batch processing, job scheduling, processing dependencies, and validation of job outcomes
• Core competencies with Linux environments and command line troubleshooting
• Experience executing approved automation, scripts or deployment/recovery jobs through controlled tooling such as Azure DevOps, Harness, Ansible or equivalent platforms
• Basic knowledge and/or limited experience with cloud platforms such as AWS or Microsoft Azure
• Prior experience using enterprise observability tooling such as Dynatrace and Splunk
• Experience working with IT Service Management (ITSM) platforms such as ServiceNow and understanding ITSM processes
• Associate's or higher
• Bachelor's degree in information technology, Computer Science, Engineering, or related discipline

Qualifications

Must Haves

• Associate's degree in information technology, Computer Science, Information Systems, or a related technical field; or equivalent combination of education and experience
• Working knowledge of Windows and Linux operating systems including knowledge of basic concepts such as services, processes, permissions, and application connectivity
• Foundational troubleshooting skills, including the ability to identify symptoms by reviewing alerts, logs, and job histories
• Ability to follow documented operational procedures and troubleshooting guides
• Excellent oral and written communication and interpersonal skills
• Ability to document technical work clearly, communicate status and impact, and provide actionable handoffs to other support staff
• Strong attention to detail and ability to prioritize concurrent issues based on business impact, urgency, and processing deadlines
• Ability to learn new tools and procedures, apply feedback, and remain methodical during incidents
• 1-3 years of experience in IT operations, technical support, help desk, network operations center (NOC), production support, or related technical environments
• Experience supporting enterprise applications or production environments
• Experience with batch processing, job scheduling, processing dependencies, and validation of job outcomes
• Core competencies with Linux environments and command line troubleshooting
• Experience executing approved automation, scripts or deployment/recovery jobs through controlled tooling such as Azure DevOps, Harness, Ansible or equivalent platforms
• Basic knowledge and/or limited experience with cloud platforms such as AWS or Microsoft Azure
• Prior experience using enterprise observability tooling such as Dynatrace and Splunk
• Experience working with IT Service Management (ITSM) platforms such as ServiceNow and understanding ITSM processes
• Associate's or higher

Nice to Haves

• Bachelor's degree in information technology, Computer Science, Engineering, or related discipline

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off (PTO)
• Flexibility for remote work