Service Operations Analyst – Pod

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Atlas Technica

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

💸 Finance

Cybersecurity • Finance

Atlas Technica is a strategic partner for the Alternative Investment Industry, providing outsourced IT services focused on technological excellence. The company offers a range of services including designing IT infrastructure for optimal performance, scalability, and cost-efficiency, ensuring alignment with business objectives. Atlas Technica also specializes in cybersecurity solutions to protect against cyber threats and ensure compliance with industry regulations. As a 'Public Cloud First' company, Atlas Technica provides cloud transformation services that enhance agility, flexibility, and resource accessibility. By focusing on multi-layered security protocols, they safeguard sensitive investment data, ensuring confidentiality and integrity for their clients.

📋 Description

• Act as the Service Operations point person for one or more service delivery pods. • Bring visibility to open actions, blockers, service risks, and operational dependencies across teams. • Reduce dependencies on Support Managers for non-technical work. • Ensure work moves forward consistently through structured follow-up, accountability, and clear ownership. • Drive QBR readiness and post-QBR follow-through across assigned scope. • Monitor client health indicators, including backlog trends, SLA risks, service escalations, CSAT/NPS inputs, and other operational signals. • Help prepare pod-level visibility into performance, risks, and opportunities. • Ensure action items, opportunities, and service concerns identified through QBRs or leadership reviews are tracked to completion. • Coordinate support-related projects, follow-through activities, and operational workstreams. • Help manage timelines, action items, dependencies, documentation, meeting follow-up, and owner accountability for support projects within assigned pods. • Serve as a client-facing operational partner during support-related initiatives.

🎯 Requirements

• 3+ years of experience in service operations, business operations, project coordination, or a related operational role, ideally within an MSP, IT services, or professional services environment. • Strong follow-through, ownership, and accountability. • Ability to manage multiple cross-functional priorities in a fast-paced environment. • Excellent written and verbal communication skills. • Strong judgment in ambiguous situations, including knowing when to escalate and when to drive resolution directly. • Experience working with operational tools such as Monday.com, ConnectWise Manage, Power BI, Excel, or similar systems. • Comfort working across technical and non-technical teams. • Ability to create structure, improve workflows, and keep work moving without relying solely on management escalation. • Strong attention to detail and operational discipline. • Willingness to operate as a senior individual contributor in a role that is still evolving.

🏖️ Benefits

• competitive salary • comprehensive benefits • professional development opportunities • great perks