About the JobThe
ATM Technical Operations Analyst (Account Manager) supports the stability, efficiency, and continuous improvement of operational technology and business processes. This role partners closely with Engineering, IT, Product, and Business Operations teams to monitor systems, analyze issues, and drive data-backed improvements across technical operations.
The Analyst II role is hands-on and execution-focused, with growing ownership over incident analysis, reporting, automation, and process optimization.
Operational Support & Monitoring:- Monitor critical systems, integrations, and operational workflows to ensure availability, performance, and reliability.
- Identify, troubleshoot, and resolve technical and operational issues, escalating when needed.
- Participate in incident response, root cause analysis, and post-incident reviews.
- Analyze operational data to identify trends, risks, and opportunities for improvement.
- Build and maintain dashboards, reports, and metrics to support leadership decision-making.
- Track KPIs related to system performance, operational health, and service delivery.
Process Improvement:- Document current-state processes and recommend improvements to reduce manual effort and errors.
- Support automation initiatives and tooling enhancements.
- Contribute to standard operating procedures (SOPs) and operational best practices.
Cross-Functional Collaboration:- Work closely with Engineering, IT, Product, and Business teams to support launches, changes, and ongoing operations.
- Translate technical issues into clear, actionable insights for non-technical stakeholders.
- Support change management and release readiness activities.
Required Qualifications:- Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field (or equivalent experience).
- 2-4 years of experience in technical operations, systems analysis, or a similar role.
- Experience working with operational data, dashboards, and reporting tools.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:- Experience with SQL, Python, or similar data/query tools.
- Familiarity with cloud platforms (AWS, Azure, or GCP).
- Experience supporting SaaS or large-scale technical systems.
- Knowledge of incident management frameworks (ITIL, SRE concepts, etc.).
- Experience with automation tools, monitoring platforms, or ticketing systems.
