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Senior IT Operations Analyst at Fixify. . Location: US - Remote. 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..