What are the responsibilities and job description for the ORO Analyst II position at Kellton?
Kellton Tech is a full-service software development company, offering end-to-end IT solutions, strategic technology consulting and product development services in Web, SMAC (Social, Mobile, Analytics, Cloud), ERP-BPM, and IoT space Our methodology of inventing infinite possibilities with technology helps us develop best in-class and cost effective solutions for our clients.
Currently Kellton Tech is looking for talented resources for one of our listed client. Below are the position details
Job Title: ORO Analyst II
Department: Technology
Work Location: Wilmington, DE
Duties & Responsibilities
- Optimize incident, RCA, remediation, SLA, and service request governance processes across multiple workflows.
- Lead complex escalations by clarifying impact, ownership, risk, decision points, and stakeholder expectations.
- Analyze incident, alert, service request, and remediation trends to identify systemic process or readiness gaps.
- Improve controls for ticket quality, SLA adherence, post-incident action tracking, and governance evidence.
- Mentor Associate ORO Analysts through review of communications, reports, tickets, and process execution.
- Drive continuous improvement initiatives that reduce manual effort, improve visibility, or strengthen accountability.
- Partner with technical and business leaders to mature reporting, review forums, and operational governance practices.
Requirements
Required
- Strong written and verbal communication skills with technical and business stakeholders.
- Working knowledge of incident, problem, change, and service request practices.
- Ability to maintain accurate tickets, timelines, status updates, and governance records.
- Comfort working with Jira or ServiceNow, Confluence, Datadog dashboards, and collaboration tools.
- Sound judgment when escalating risks, blockers, data quality concerns, or stakeholder misalignment.
- Experience improving operational controls, governance routines, or cross-functional process performance.
- Ability to mentor junior analysts and influence stakeholders without direct authority.
Recommended
- ITIL Foundation or equivalent service management training.
- Experience with operational reporting, SLA/KPI tracking, or process improvement.
- Exposure to financial services, regulated data handling, or audit evidence practices.
- Familiarity with Datadog, xMatters, JAMS, GoAnywhere, or Power BI.
Skill Set
- Optimizes workflows across incident, problem, service request, and operational reporting practices.
- Mentors junior analysts and raises the quality of documentation, follow-through, and stakeholder communication.
- Uses data to influence decisions, prioritize improvements, and reduce recurring operational friction.
- Manages escalations with balanced urgency, context, and accountability.
- Improves operational maturity by standardizing controls, templates, metrics, and review cadences.
Apply: Interested candidates can apply with their detailed word formatted resume along with their contact information\availability to raj (dot) sekhar (at) kellton (dot) com Phone 703-5 9 2 .9.5.1.7
Thanks for all your time!