Analyst - Production Operations & Incident Triage

About WTW 
WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 45,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at https://www.wtwco.com/en-us.

About the team

The Individual Marketplace (IM) team supports people in the U.S. who need to purchase health coverage outside employer-based plans. It provides a seamless experience through Via Benefits, combining digital tools with licensed advisors to guide individuals—active employees, retirees, or those unaffiliated with an employer—through important health‑coverage decisions. IM helps employers offer greater choice, predictable costs, and reduced risk while ensuring individuals receive personalized, confidence‑building support throughout key life transitions. 

Summary

The Analyst, Production Operations & Incident Triage supports the day‑to‑day execution, monitoring, and recovery of production workflows and operational events across critical business services. This role operates within the Production Operations and Incident Triage & Investigative Teams to help maintain operational stability, support incident response activities, and ensure adherence to documented runbooks, standards, and escalation procedures.

The role includes exposure to enterprise automation and operational tooling, as well as foundational technical troubleshooting within Linux-based environments. The analyst will support incident and workflow activities involving Python scripts, PL/SQL procedures, and Linux task execution, under established operational governance.

This is a junior operational role intended for individuals who demonstrate strong attention to detail, sound judgment, accountability, and the ability to perform effectively in a structured production support environment.

Role

Production Operations

• Monitor scheduled workflows, batch activity, file transfers, and operational alerts.
• Execute assigned workflows and operational tasks in accordance with documented runbooks and standard operating procedures.
• Support workload automation platforms and respond to alerts based on defined operational standards.

Incident Triage & Recovery

• Assist in incident triage by identifying issues, gathering relevant details, documenting findings, and escalating based on severity standards.
• Participate in production incident response and workflow recovery activities under guidance of senior analysts or leadership.
• Provide clear, timely status updates during incidents and recovery events.
• Document investigative actions and recovery steps to support operational visibility and knowledge capture.

Technical & Automation Support

• Support basic troubleshooting of Linux-based job activity, batch execution, and operational scripts.
• Review workflow steps involving databases, shell commands, and scripted automation.
• Assist with analysis of job failures related to Python scripts, PL/SQL procedures, or Linux execution.
• Review logs, job output, and error messages to support structured troubleshooting.
• Escalate or support remediation for script, database, or server-side issues in accordance with defined escalation procedures.

Process & Collaboration

• Follow established change management, escalation, communication, and documentation standards.
• Develop foundational understanding of job dependencies, environment controls, and operational risk.
• Collaborate with peers and cross-functional support teams to maintain continuity of service.
• Adhere consistently to operational governance and control procedures.

Requirements

• 3-5 years’ experience in production support
• Foundational knowledge of production support, batch processing, monitoring tools, or job scheduling concepts.
• Basic understanding of incident management, escalation practices, and production support processes.
• Strong attention to detail and ability to follow structured procedures accurately.
• Strong written and verbal communication skills.
• Ability to work effectively in a team-based operational environment.
• Ability to manage routine operational tasks with consistency and professionalism.
• Willingness to learn enterprise automation, incident handling, and workflow recovery practices.

Preferred Qualifications-

• Demonstrated Python scripting skills.
• Demonstrated PL/SQL query writing or procedural database experience.
• Comfort working in Linux environments and supporting operational activities on Linux servers.
• Experience with enterprise automation or workload scheduling tools such as Unix-like Artifacts Collector (UAC), Control‑M, or AutoSys.
• Familiarity with ticketing or incident tracking systems.
• Basic understanding of service level agreements (SLAs), business criticality, and escalation standards.
• Prior academic, internship, or professional experience in operations, IT support, or technical services.
• Ability to analyze logs, job output, and error messages for incident resolution.
• Ability to remain organized and professional during production incidents.

Bachelor’s degree or equivalent relevant experience in Information Technology, Computer Science, Information Systems, or a related field.
 

The Application Process

• Stage 1: Online application review
• Stage 2: Live video or in-person interview (round 1)
• Stage 3: Live video or in-person interview (round 2)
• Stage 4: Offer & onboarding

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com.