IT Operations Analyst

We are seeking a Senior IT Operations Analyst to provide advanced systems and application support within a hybrid enterprise environment. This role will focus on Tier 3 troubleshooting, incident ownership, vendor coordination, and supporting system upgrades and improvements across on-prem and cloud platforms.
Key Responsibilities
Lead complex incident resolution and escalation efforts across applications, systems, and infrastructure
Perform advanced troubleshooting in Windows Server environments and backend systems
Support and lead system and application upgrades, patches, and change activities
Analyze logs and data, including basic SQL queries, to support root cause analysis
Coordinate with vendor partners and internal IT teams to drive timely resolution of issues
Maintain ownership of high-priority incidents including communication and post-incident reviews
Develop and maintain runbooks and operational documentation
Provide guidance to junior analysts when needed
Required Qualifications
4 5+ years of experience in IT Operations, Systems Support, or Tier 3 Application Support
Strong Windows Server troubleshooting experience
Working knowledge of SQL for troubleshooting and data validation
Experience managing escalations and leading incident resolution efforts
Familiarity with ITSM platforms (ServiceNow or similar)
Strong communication and stakeholder coordination skills
Preferred Qualifications
Experience supporting hybrid environments (on-prem + cloud)
Experience coordinating with vendors or MSP partners
Experience supporting upgrades, migrations, or modernization initiatives
Background in distributed or multi-site environments (hospitality, retail, gaming, etc.)