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Role Description

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.

Qualifications

• 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.