Senior IT Operations Analyst

Senior IT Operations Analyst

Role Overview

As a Senior IT Operations Analyst at Fixify, you operate as a senior individual contributor with a strong focus on cross-functional project work, technical leadership, and scaling Fixify’s service delivery through automation and AI.

You serve as a key escalation point for complex issues, while spending a significant portion of your time partnering with Engineering, Product, and Customer Success on initiatives that improve delivery quality, product fitness, and AI-assisted operations.
Your work helps translate real customer and operational experience into scalable systems, workflows, and intelligent automation.

This role is ideal for someone who enjoys deep technical problem-solving, mentoring others, and shaping how Fixify’s platform and AI capabilities evolve in real-world customer environments.

Key Responsibilities

Technical Escalation & Expertise

• Act as a senior escalation point for complex, high-risk, or ambiguous customer issues.
• Provide expert technical guidance to IT Operations Analysts, validating solutions and risk assessments.
• Participate in an on-call rotation for after-hours escalations and critical incidents.

Cross-Functional Project Work

• Partner closely with Engineering to support the design, rollout, and refinement of product features based on operational and customer feedback.
• Act as a subject matter expert for real-world customer environments, ensuring product changes are fit for purpose in live operations.
• Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers.
• Contribute to structured projects focused on quality improvement, operational scalability, and customer experience.

AI & Automation Enablement

• Partner with Engineering and Product to define how AI should support or automate portions of ticket handling.
• Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across Operations.

Continuous Improvement

• Identify recurring technical, operational, or product issues and raise them through appropriate channels.
• Provide clear, actionable feedback to Product and Engineering on trends, bugs, and improvement opportunities.
• Stay current on relevant IT, security, automation, and AI technologies and share insights with the wider team.

Technical Skills & Experience

• Expert knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams.
• Expert knowledge of Windows and macOS operating systems in enterprise environments.
• Strong working knowledge of networking fundamentals (TCP/IP, DNS, VPNs, Wi-Fi).
• Expert-level understanding of Identity & Access Management (IAM) concepts and troubleshooting.
• Experience working with help desk platforms such as Jira, ServiceNow, Zendesk, or FreshDesk.
• Working knowledge of MDM solutions such as JAMF or Microsoft Intune.
• Hands-on experience with scripting, automation, or AI-assisted tools (PowerShell, Bash, Python, or similar).
• Familiarity with security policies and IT best practices.
  
  

Non-Technical Skills

• Strong ownership mindset with accountability for outcomes and decisions.
• Ability to operate effectively in ambiguous, fast-changing environments.
• Excellent written and verbal communication skills across technical and non-technical audiences.
• Proven ability to mentor, train, and support junior analysts.
• Collaborative approach to working with Engineering, Product, and Customer Success.
• Customer-first mindset balanced with scalability and operational excellence.
  
  

Education & Experience

• Minimum 5+ years of experience in an IT support or IT operations role.
• Demonstrated experience acting as a senior escalation point or technical subject matter expert.
• Experience contributing to automation, tooling, or platform improvements within IT or security contexts.