Operations Center Analyst

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

The Operations Center Analyst is an integral part of Latham’s Technology & Information Services team. This role will be responsible for core duties, working with the global helpdesk to resolve issues or escalate and triage incidents to global resolution groups, as well as developing collaborative, interactive relationships with subject matter experts within the Technology & Information Services department to ensure the technology monitoring is functioning well for newly onboarded infrastructure and applications. This role will be located in our Manchester office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Other key responsibilities include:

• Working closely with members of the Systems Operations team to provide efficient procedures and communications to streamline processes and satisfy various department needs for issue remediation
• Assisting supervisors and core infrastructure and business technology teams to create regular performance and system capacity reports for regular updates to senior management on system capacity for budgeting and forecasting
• Identifying and recommending opportunities for Continual Service Improvement for key services alongside Event, Problem, Incident, and Change Management, and Technology Operations best practice activities
• Initiating maintenance and troubleshooting by responding to alerts, investigating issues, and analysing data to escalate problems, handling Helpdesk escalations, managing scheduled maintenance, monitoring for system issues, updating tickets promptly, and logging resolutions and recommendations
• Coordinating, implementing, and executing Operations Procedures for the technology department, collaborating on operational onboarding by developing policies, processes, and procedures to establish standard practices that optimise support and delivery for global technology staff

We’d love to hear from you if you:

• Display the ability to take a broader departmental view in decisions
• Possess the ability to proactively identify and escalate issues and risks
• Demonstrate the ability to mentor junior colleagues and promote accountability

And have:

• A bachelor’s degree or equivalent in Information Technology or a related field; in lieu of a degree, experience may be considered
• ITIL Foundation certification, preferably
• Certifications in one or more: Microsoft (MCSE, MCSA, MCITP), VMware (VCP), Azure, AWS, CompTIA, Cisco, or equivalent experience, preferably
• Experience in a helpdesk, NOC, or IT support role
• Experience working with IT systems management ticketing support, preferably in a multi-site enterprise-scale environment
• Experience working with or supporting Microsoft technology components such as Windows OS, IIS, AD, SQL Server, DNS, etc., used to deliver software solutions and services, preferably
• Experience with VMware NSX, SRM, vSAN, and other vSphere supporting technologies, preferably

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!
  

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), colour, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.  #MidSenior #LI-SR1