CTS Operations Analyst 6PM-6AM CST

Accountabilities: Monitor assigned technologies, investigate alerts and incidents, and perform technical operational tasks according to established procedures, schedules, checklists, SLAs, SLOs, and security requirements. Provide Tier 1 technical support through phone, email, and web-based channels, resolving issues where appropriate and escalating more complex matters to managed-services engineers. Document incidents, requests, investigations, and resolutions accurately in the appropriate ticketing systems while ensuring effective knowledge transfer between shifts. Manage assigned customer workloads, prioritize resources, and communicate issue status and resolutions to customers clearly and promptly. Collaborate with customers, internal managed-services teams, suppliers, and third-party vendors to investigate and resolve technical issues. Analyze incidents, problems, operational reports, and monitoring data to identify trends, recurring issues, risks, and opportunities for service improvement. Review and improve operational processes and documentation to ensure they effectively address customer needs and support consistent service delivery. Help design practical tactical and strategic solutions, balancing technical requirements with business needs and emphasizing simplicity and usability. Support the development and streamlining of support processes in collaboration with relevant stakeholders. Contribute to service recoveries, projects, operational changes, and team initiatives while helping drive understanding, alignment, and informed decision-making. Communicate changes to processes, customer environments, tools, technologies, and managed-services initiatives to colleagues and management. Identify and communicate opportunities to improve customer documentation, workflows, coverage models, and technology adoption. Maintain accountability for the quality and timeliness of individual and team deliverables. Requirements Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related technical discipline, plus at least 6 months of IT work experience; alternatively, two years of college coursework in a technical field plus at least 6 months of IT experience. The education and experience requirement may also be satisfied through completion of an applicable IT academy program. Ability and willingness to support a 24/7 managed-services operation, including the potential for weekends, holidays, overtime, and other shifts when business coverage requires it. Strong accountability, results orientation, attention to detail, and ability to work effectively with limited supervision. Demonstrated adaptability and flexibility when managing unexpected situations, changing priorities, and multiple concurrent tasks. Strong written and verbal communication skills, combined with excellent customer-service and relationship-building abilities. Collaborative mindset with the ability to work effectively with customers, technical teams, suppliers, and other stakeholders. Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook. Experience with infrastructure or application monitoring platforms such as ScienceLogic, Nimsoft Unified Management, Automate, or comparable tools. Experience with help desk or IT service-management platforms such as ServiceNow, Service Desk Express, Remedy, Heat, or similar systems. Experience working in a managed-services environment is a plus. Curiosity and willingness to learn and adapt to evolving technologies, including responsible use of AI-enabled tools and workflows. Benefits Competitive hourly compensation of $26–$31 per hour , depending on experience and skill set. Fully remote work within the United States. Benefits package supporting health, financial, and overall employee well-being. Compensation may vary based on geographic differentials. Opportunity to work in a technology-focused, collaborative managed-services environment. Exposure to enterprise technology operations, monitoring platforms, service-management tools, and evolving AI-enabled technologies. Opportunities to contribute to process improvements, operational initiatives, and service-quality enhancements. Supportive environment focused on continuous learning, adaptability, collaboration, and professional growth.