Operations Support Analyst - USDS

About the Team

The Cyber Defense & Engineering Team is missioned to run and operate security infrastructures, platforms and technologies, as well as to support cross‑functional teams to protect our users, products and infrastructures. In this team you’ll have a unique opportunity to have first‑hand exposure to the strategy of the company in key security initiatives, especially in deploying and maintaining scalable and secure‑by‑design systems and solutions.

Our challenges are not your regular day‑to‑day technical problems; you’ll be part of a team that’s developing new solutions to new challenges of a kind not previously addressed by big tech. It’s working fast, at scale, and we’re making a difference.

• Own end‑to‑end operational review of the request platform tickets, ensuring requests are evaluated against the approved runbook and acted on within defined SLA windows (approve/reject; request additional information as needed).
• Triage and process ticket types including urgent/expedited requests and create/update requests across channels, data, microservice, APIs, and common objects.
• Support reviews across the request gateway technologies, coordinating required validations with business stakeholders, third‑party risk, and authentication/authorization partners before taking action.
• Own end‑to‑end operational review of SQL request tickets, ensuring tickets meet TTUSDS‑approved criteria; coordinate with requestors and Tech/Product partners on clarification and remediation.
• Execute a recurring post‑audit processes to identify non‑compliant queries and drive remediation recommendations.
• Maintain daily operational metrics (volume, cycle time, effort allocation) for the request platform tickets; identify trends, bottlenecks, and recurring failure patterns.
• Produce monthly SLA compliance reporting for the request platforms, including analysis of service‑level variances and proposed corrective/preventative actions; meet monthly reporting deadlines.
• Develop, maintain, and continuously improve operational documentation (runbooks, review criteria, escalation paths, exception handling) for all work streams.
• Perform product launch data field reviews: analyze product launch documentation, map proposed fields to the our Data Catalog, recommend sharing permissions, and document rationale.
• Build and maintain documentation mapping artifacts for each launch (field mapping, permissions guidance, explanations) and submit recommendations for final review.
• Serve as the primary cross‑functional partner for ticket review operations and data field governance, coordinating with Product, Security, Risk & Compliance, Engineering, and other stakeholders.
• Provide timely support as needed (including planned weekend coverage during specified windows with advance notice) to ensure continuity of operations and SLA adherence.

• Experience operating in a high‑volume, SLA‑driven ticket review or workflow environment (governance ops, security/compliance operations, platform operations, or similar), with demonstrated ability to manage competing priorities and maintain quality.
• Strong understanding of data governance and data‑sharing controls, including the ability to interpret review criteria/runbooks and apply them consistently along with Technical fluency with technology concepts (APIs, authentication/authorization, data pipelines/storage, SQL query logic and messaging patterns) sufficient to evaluate requests and communicate effectively with engineering teams.
• Demonstrated ability to create and maintain operational documentation (runbooks, decision criteria, escalation matrices) and drive adherence across stakeholders along with Strong analytical skills: build/maintain operational metrics, monitor cycle times and throughput, and deliver actionable insights from ticket trends and audit findings.
• Experience producing recurring compliance/SLA reporting (monthly cadence) with clear narratives on variances, root causes, and remediation plans.
• Proven cross‑functional communication skills: ability to gather missing information from requestors, negotiate timelines, and align with Product, Security, Risk & Compliance, and…