Global Operations Center - Sr. Analyst 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Global Operations Center Senior Engineer is critical in maintaining and optimizing IT infrastructure by leading advanced technical troubleshooting and incident management in a 24x7 environment. This position requires overseeing network and server monitoring, responding to escalations, and ensuring seamless operations for critical IT services. The Senior Engineer bridges operational teams and higher-level engineers, ensuring issues are resolved efficiently while mentoring junior staff. This role includes executing preventive maintenance, collaborating with cross-functional teams, and driving process improvements in alignment with ITIL standards.

• Oversee continuously monitoring servers, network components, LAN/WAN, SD-WAN, and other infrastructure systems using tools such as SCOM, SolarWinds, and Orion to identify and address anomalies or performance issues.
• Lead the incident management process by responding promptly to alerts, conducting root-cause analysis, troubleshooting complex server and network issues, and escalating incidents to specialized teams or vendors when required.
• Manage support tickets using platforms like ServiceNow, ensuring SLA compliance while creating runbooks, knowledge base articles, and incident documentation to facilitate efficient operations and future reference
• Collaborate with cross-functional teams to resolve issues and maintain clear communication with customers, end-users, and stakeholders, ensuring accurate updates during incidents and critical system outages.
• Guide junior engineers and GOC analysts, promoting knowledge-sharing, conducting training sessions, and enhancing troubleshooting capabilities across the team.
• Participate in scheduled maintenance, patch management, and system upgrades, ensuring minimal service disruptions and long-term infrastructure stability
• Generate and analyze system health reports, incident trends, and recurring issues, recommending preventive actions and contributing to the continuous improvement of operational processes.
• Ensure all activities align with ITIL standards for incident, problem, and change management, while driving process optimization initiatives to enhance service delivery.

EDUCATION

·        Professional Full-time Degree & Bachelor’s Degree in a related field is required.

TECHNICAL SKILLS

• Expertise in monitoring tools like SCOM, SolarWinds and Orion.
• Strong troubleshooting skills in LAN/WAN, SD-WAN, and server infrastructure.
• Experience with ServiceNow for ticketing, incident management, and SLA tracking.
• Familiarity with ITIL frameworks and best practices for operational excellence.
• Ability to escalate and coordinate with vendors and cross-functional teams.

EXPERIENCE

•  8-11 years of experience in GOC or IT operations, with proven expertise in monitoring and supporting enterprise infrastructure.
• Demonstrated leadership in a 24x7 environment, handling critical incidents and mentoring junior engineers.
•  Strong communication and collaboration skills, with experience coordinating across multiple teams and stakeholders.

LEADERSHIP & SOFT SKILLS

• Experience in team collaboration – Required
• Excellent written and oral presentation skills – Required
• Exceptional analytical and process development skills – Required

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.