Enterprise Operations Senior Analyst

Enterprise Operations Senior Analyst (Major Incident Management / ITOC)

Chicago, IL (Downtown)

2nd Shift - 3pm to 11pm - 5 days per week

W2 only, no C2C

CDW has an excellent opportunity for n Enterprise Operations Senior Analyst to lead Major Incident Management (MIM) efforts within a global 24x7 IT Operations Center. This role is ideal for a seasoned operational leader who excels in high-pressure outage situations, drives rapid service restoration, and helps maintain the stability of enterprise infrastructure and applications.

Key Responsibilities

• Serve as Incident Commander for critical outages and high-priority incidents
• Lead bridge calls, escalations, stakeholder communications, and service recovery efforts
• Monitor and troubleshoot enterprise infrastructure, cloud platforms, and business-critical applications
• Partner with technical teams to resolve complex Windows, Linux, VMware, networking, and Azure issues
• Drive operational improvements through automation, reporting, trend analysis, and process optimization

Required Qualifications

• 5+ years of IT Operations, NOC, or ITOC experience
• 5+ years leading Major Incident Management and executive communications
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, SolarWinds, or ThousandEyes
• Strong technical knowledge of Windows, Linux, VMware, Cisco networking, and Azure
• ServiceNow or comparable ITSM platform experience
• Scripting experience with PowerShell, Python, or similar technologies
• Excellent communication and stakeholder management skills
• ITIL Foundation Certification preferred

This is a high-visibility role offering the opportunity to lead enterprise incident response, improve operational resilience, and make a direct impact on business continuity.

#dice