About this role
Platform Operations Analyst
Job description: Platform Operations Analyst Thoriva · Remote · Full-Time Thoriva, an Infinite Company, is seeking a Platform Operations Analyst to support the availability of the Education Platform. Acting as the first line of operational support for the Education Platform - this role is responsible for overnight and weekend monitoring of platform health, triage system and application alerts, executing recovery procedures, triggering and validating automated deployments, and escalating issues to higher-level support teams when appropriate. ABOUT THE COMPANY Thoriva is an AI technology company delivering intelligent, data-driven solutions to transform government operations. We combine AI solutions, commercial expertise, and complex business logic to address government and federal agencies’ biggest challenges. JOB SUMMARY As Platform Operations Analyst, you play a critical role in ensuring platform availability, reliability, and continuity of service for consumers, clients, and business stakeholders. Success in this position requires strong attention to detail, sound judgment, adherence to established procedures, and the ability to respond effectively during incident situations. You will take action to ensure the Platform is performing at highest level of Availability and Performance. You will be working in a high pressure, dynamic, and fast paced environment. Key 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
Required Qualifications
• 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
• Availability to work a rotating evening, overnight, weekend, and holiday schedule as required by this role
Preferred Qualifications
• 1-3 years of experience in IT operations, technical support, help desk, network operations center (NOC), production support, or related technical environments.
• Bachelor’s degree in information technology, Computer Science, Engineering, or related discipline.
• 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.
Shift Details:
• Days of operations: Rotating 10–12-hour shifts supporting evening and overnight operations, including weekends and holidays.
Compensation & Benefits
• Competitive base salary commensurate with experience and scope of the role.
• Comprehensive benefits package including health, dental, vision, 401(k), and paid time off (PTO)
• Flexibility for remote work