Operation Analyst

ThoughtWorks, Wuhan, Xi'an

Creative Technology Consultants

Job Summary


The operations analyst is a key member of the operations team supporting issue assessing, client reporting, tickets recording, and problem resolution. You will work closely with the client and the operations team to ensure application running smoothly and client’s issue could be solved based on SLA (Service Level Agreement). This position requires strong communication skill, positive professional attitude, and ability to work in a team environment.

Duty and Responsibilities


  1. Learn and understand complex system logic and workflow
  2. Logging, co-ordination & escalation of issues and incidents
  3. Track incidents and provide regular updates to users on request status and progress
  4. Troubleshooting – log file investigation and extract details for review
  5. Cooperation with client and stakeholders to clarify and priority issues
  6. Regularly touch client and collect feedback to maintain a good relationship
  7. Teamwork with developers and operators to solve issues before deadline
  8. Trend analysis, Incidents resolutions, root cause analysis and regular reporting to identify areas for improvement



  • Strong analytical, organizational, problem solving skills
  • Strong ability of learning and understanding
  • Understand IT system and  technologies like Debugging tools (e.g. Charles…), Log and monitoring (e.g. Kibana, Rancher…), Database (e.g. mySQL…)
  • Excellent communication, influencing, interpersonal, and collaboration skills
  • Ability to work independently and to meet deadlines
  • Ability to multitask and work in a dynamic and changing environment
  • Hands-on experience on product support analyst
  • Self motivated and dependable

About ThoughtWorks

A community of passionate individuals whose purpose is to revolutionize software design, creation and delivery, while advocating for positive social change. 

Want to learn more about ThoughtWorks? Visit ThoughtWorks's website.