This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CTS Operations Analyst 6PM-6AM CST based in United States. This remote role supports the reliable operation and monitoring of technology environments for managed-services customers. You’ll provide frontline technical support, investigate incidents, monitor systems, and help maintain service quality against defined SLAs and SLOs. The position combines hands-on operations with data analysis, process improvement, and customer communication. You’ll work closely with customers, suppliers, engineers, and fellow operations professionals to resolve issues efficiently. Your insights will help identify trends, strengthen support processes, and improve the overall customer experience. As part of a 24/7 environment, you’ll also contribute to shift handoffs, documentation, service recoveries, and operational continuity. This is a strong opportunity for an adaptable IT professional who enjoys problem-solving, collaboration, and working with evolving technology. 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.
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