Lead IT Operations Analyst

At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of belonging and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive.

Position Purpose: 

This is a hands-on leader–doer role for an experienced IT operations professional who thrives in high impact, off-hours environments. The Technical Operations Center (TOC) Leader is responsible for ensuring the stability, availability, and performance of L.L.Bean’s enterprise computing and application platforms through proactive monitoring and rapid incident response. As the people and technical leader for the night shift team, this role leads by example—guiding the team through critical situations, making real-time decisions, and ensuring seamless operations when the business depends on it most. 

This position's schedule is from 9pm to 7am, Monday to Thursday, working on a 4x3 model. 

We offer: 

• Extraordinary employee experience 

• Flexible schedule 

• Working from home 

• Fitness subsidy 

• Education subsidy 

• 3 paid days to enjoy outdoor activities 

• 5 Personal/sick days 

• L.L.Bean employee discount 

• Asociación Solidarista 

• Life and medical insurance 

• Company doctor 

About the role 

As the Third Shift TOC Leader, you are the senior authority responsible for technological operations during off-hours. This is a hands-on leader–doer role for an experienced operations professional who can balance deep technical execution with people leadership and decisive incident command. 

You will own the stability, availability, and performance of L.L.Bean’s enterprise computing and application platforms during the night shift. In parallel, you will lead, coach, and develop a team of operations professionals, setting the standard for operational excellence and accountability. 

In this role, you will: 

• Serve as the off-hours Incident Commander, leading high severity incidents end to end—making real time decisions, coordinating internal teams and vendors, and driving incidents to resolution with confidence and clarity.  

• Provide advanced, hands-on technical leadership across multiple operational domains, including system monitoring, scheduling, automation, networks, servers, storage, patching, and cybersecurity tasks.  

• Lead and oversee enterprise systems operations, proactively monitoring, identifying risks, preventing outages, and ensuring a stable, resilient technology environment.  

• Act as the people leader for the night shift TOC team, setting priorities, managing performance, coaching talent, and ensuring service levels are consistently met.  

• Lead by example during critical situations, remaining calm under pressure and guiding the team through complex technical and operational challenges.  

• Drive automation and operational efficiency, designing and implementing solutions that improve reliability, scalability, and repeatability.  

• Maintain strong operational discipline through accurate documentation, shift reporting, and adherence to standard operating procedures.  

• Support capacity planning, lead targeted technical initiatives, and contribute to the evaluation and adoption of new technologies.  

• Participate in Major Incident Management on call rotations and contribute to continuous improvement across TOC operations. 

• Serves as the off-hours Client Support Center, providing help desk coverage for high-severity end-user issues. 

This role is ideal for an IT senior operations leader, who thrives in high ownership environments, enjoys leading from the front, and is motivated by making a real impact during critical business hours. 

About you:

• Education Level: Bachelor's Degree or related experience

• English Level: C1 (Advanced)

• Years of Experience: 3-5 years

• Strong attention to detail

• Strong communication skills

• Organizational and time management skills

• Strong prioritization and sense of urgency at work

• Strong analytical and problem-solving skills.

• Knowledge of Redhat Linux, IBM AIX Unix, MS Windows Server

• Experience with Firewalls, Routers, Switches, and Load Balancers

• Experience with file transfer tools such as Advanced File Transfer (AFT)

• Mainframe experience

• Experience as a NOC Technician

This is a CR-based position. To be considered, please be aware that you must be currently authorized to work in Costa Rica.

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.

If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you!   At L.L.Bean, we believe the outdoors brings out the best in all of us.  We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote belonging.