Support Analyst

Aditi Consulting • Contract • Remote (Redmond, WA, US) • $25 - $30 / hour • 2w ago

Payrate: $25.00 - $30.00/hr.

Summary:
The Support Analyst will monitor the health of the global IT breakfix ticket queue, perform manual prioritizations, and identify unhealthy queue conditions such as backlog growth or aging tickets in Breakfix operations. This role is part of the IT Process and Standards (ITPS) team and works closely with the Project Manager, Datacenter Operations (DC Ops), and Breakfix partners to review prioritization escalations, execute manual override requests, and provide data-driven insights for queue improvement plans. The analyst ensures timely responses to escalations, supports SLA commitments, and helps maintain customer expectations during periods of high demand.

Responsibilities:

Queue Monitoring & Analysis
- Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog growth, aging tickets).
- Analyze ticket status using Power BI and other tools to provide actionable insights.
- Alert ITPS, DC Ops, and stakeholders when queue trends require intervention, enabling proactive management.
Escalation & Override Management
- Review breakfix escalations from Engineering Groups and provide timely responses.
- Assess and execute manual override requests for breakfix tickets to maintain prioritization integrity.
- Coordinate with DC Ops and Breakfix partners to resolve escalations and reduce backlog.
Collaboration & Reporting
- Work with the Project Manager to review prioritization escalations and align on improvement plans.
- Provide data analysis and reporting to DC Ops and leadership to support decision-making.
- Communicate queue health status and escalation outcomes to stakeholders.
Operational Support
- Assist in adjusting resource allocation during peak demand periods (e.g., GPU service spikes).
- Help ensure coverage for incident management and escalations.
- Support implementation of scalable ticket management processes to maintain business continuity and SLA compliance.
Expected Outcomes
- Maintain healthy breakfix ticket queues by proactively managing escalations and overrides.
- Support restoration of services during peak demand to meet SLA targets and customer expectations.
- Enable early detection and resolution of queue bottlenecks to prevent incidents and maintain operational capacity.
- Contribute to scalable, efficient ticket management processes that build partner trust and ensure consistent delivery.

Qualifications:

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
3-5 years of experience in IT operations, service management, or support roles.
At least 3 years’ experience in delivering technology and business solutions in hyperscale, mission-critical datacenter operations.
Strong analytical skills with proficiency in Power BI, and data visualization tools
Ability to manage competing priorities in a fast-paced, dynamic environment.
Excellent communication and collaboration skills for cross-functional engagement.
Familiarity with IT service management processes and ticketing systems.

Pay Transparency: The typical base pay for this role across the U.S. is: $25.00 - $30.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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