Fixify

Compensation

Full Description

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.