Senior Operations Analyst- CL12

Position: Senior Operations Analyst-- CL12

Office location: Ballsbridge D4

Work Hours: 7am- 4pm/2pm-11pm

Contract: Full-time role 40 hours per week (For internal applicants the type of contract will remain unchanged)

** Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.

ROLE OVERVIEW

We are looking for a Senior Operations Analyst to join our Technical Operations team. This role sits at the intersection of technical investigation escalation management and cross-functional collaboration acting as a senior point of expertise for complex product issues workflow quality and operational improvement.

You will work closely with Engineering Product and Client teams to diagnose and resolve high-impact issues own escalation pathways end-to-end and contribute to the quality and maturity of our support operations. This is a role for someone who combines strong analytical ability with sound judgement clear communication and a bias towards ownership.

KEY RESPONSIBILITIES

Technical Investigation & Escalation

• Investigate complex product and platform issues using SQL API calls and data tools to identify root causes and isolate contributing factors.
• Own escalation cases end-to-end managing communication through EC/D2E processes and coordinating resolution with Engineering and specialist teams.
• Apply structured root cause analysis and document findings with recommendations to prevent recurrence.
• Exercise sound judgement on escalation thresholds knowing when to hold a case for further investigation and when to escalate immediately.

Workflow & Queue Management

• Supervise daily product workflow queues: manage case volume assignment prioritization and backlog to maintain SLA compliance.
• Identify bottlenecks and inefficiencies in operational workflows and drive structured improvement initiatives.
• Triage incoming issues accurately distinguishing urgency from importance and applying consistent risk-aware routing decisions.

Cross-Functional Collaboration

• Partner with Engineering Product and Client teams to resolve technical defects platform bugs and maintenance requirements.
• Communicate clearly with internal stakeholders throughout the resolution lifecycle providing timely updates and managing expectations under pressure.
• Build and refine operational workflows and runbooks to improve process maturity and reduce time-to-resolution.

Quality Compliance & Data

• Maintain consistent adherence to sensitive data handling policies quality standards and operational guidelines.
• Use SQL and available analytics tools to analyze issue trends generate insights and produce recommendations for operational improvement.
• Conduct quality assessments and contribute to team quality standards through structured review and feedback.

Training & Knowledge Transfer

• Design and deliver training aligned to process changes product launches and identified quality gaps.
• Mentor peers through actionable constructive feedback and practical support in live issue handling.