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 working with the global helpdesk to resolve issues or escalate and triage incidents to global resolution groups, while developing collaborative, interactive relationships with subject matter experts within the Technology & Information Services department to ensure that technology monitoring is functioning well for newly onboarded infrastructure and applications. This role will be located in our Las Vegas 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 the supervisor and core infrastructure and business technology teams in creating regular performance and system capacity reports for 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, Change Management, and Technology Operations best practice activities
• Initiating maintenance and troubleshooting by responding to alerts, investigating issues, and analyzing data to escalate problems, in addition to handling helpdesk escalations, managing scheduled maintenance, monitoring for system issues, and updating tickets promptly, 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 optimize support and delivery for global technology staff
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains 
  

We’d love to hear from you if you:

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

And have:

• A high school diploma or equivalent
• A bachelor’s degree or equivalent in Information Technology or a related field; a minimum of four (4) years of experience may be considered in lieu of a degree
• Information Technology Infrastructure Library (ITIL) Foundation certification, preferably
• Certifications in one or more of the following: Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified IT Professional (MCITP), VMware Certified Professional (VCP), Azure, Amazon Web Services (AWS), CompTIA, Cisco, or equivalent experience, preferably
• A minimum of three (3) years of experience in a helpdesk, Network Operations Center (NOC), or Information Technology (IT) support role
• Experience working with IT systems management ticketing support, preferably in a multi-site enterprise-scale environment, preferably
• A minimum of two (2) years of experience working with or supporting Microsoft technology components such as Windows Operation System (OS), Internet Information Services (IIS), Active Directory (AD), SQL Server, Domain Name System (DNS), etc., used to deliver software solutions and services, preferably
• Experience with VMware NSX, Site Recovery Manager (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:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

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), color, 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.

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