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We are looking for a Senior IT Operations Analyst to provide advanced systems and application support and to lead upgrade and escalation efforts within our client's hybrid, enterprise IT environment. This role focuses on Tier 3 troubleshooting, vendor coordination, and supporting system improvements across on-prem and cloud platforms in hospitality and gaming operations.
Job Responsibility:
Lead and manage complex incident resolution and escalation efforts across applications, systems, and infrastructure
Perform advanced troubleshooting on Windows Server environments and backend systems
Support and lead system and application upgrades, patches, and change activities
Analyze data and logs, including basic SQL queries, to support root cause analysis and issue resolution
Coordinate closely with vendor partners and internal IT teams to drive timely, high-quality resolutions
Maintain ownership of high-priority incidents, including communication, status reporting, and post-incident reviews
Develop and refine runbooks, support documentation, and operational best practices
Provide guidance and mentoring to junior analysts as needed
Requirements:
4–5 years of experience in IT operations, systems support, or Tier 3 application support roles
Strong experience troubleshooting Windows Server environments
Working knowledge of SQL for data validation, troubleshooting, or backend support
Experience managing escalations and leading incident resolution efforts
Familiarity with ITSM / ticketing systems (e.g., ServiceNow or similar)
Excellent communication and stakeholder coordination skills
Nice to have:
Experience supporting hybrid environments (on-prem and cloud)
Background working with third-party vendors or managed service providers
Experience supporting upgrades, migrations, or platform modernization efforts
Familiarity with distributed or multi-site operational environments (e.g., hospitality, retail, or gaming)