Senior IT Operations Analyst
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Job Description
Senior IT Operations Analyst at Fixify, focusing on technical leadership, customer experience, and AI integrations. Engaging in high-level support and collaboration with Engineering and Product teams.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
Requirements:
- 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.
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