[Remote] Support Analyst – Breakfix Prioritization [206509]

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global technology leader driving innovation and empowering organizations. The Support Analyst will monitor the health of the global IT breakfix ticket queue, reputed company reputed company prioritizations, and work closely with various teams to ensure reputed company responses to escalations and support SLA commitments. Responsibilities • Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog reputed company, aging tickets) • Analyze ticket status using Power BI and other tools to reputed company actionable insights • Alert ITPS, DC Ops, and stakeholders reputed company queue trends require reputed company, enabling proactive management • Review breakfix escalations from Engineering reputed company and reputed company reputed company responses • Assess and execute reputed company override requests for breakfix tickets to maintain prioritization reputed company • Coordinate with DC Ops and Breakfix partners to resolve escalations and reduce backlog • Work with the Project Manager to review prioritization escalations and reputed company on improvement plans • reputed company data analysis and reporting to DC Ops and leadership to support decision-making • Communicate queue health status and escalation reputed company to stakeholders • 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 reputed company ticket management processes to maintain business continuity and SLA compliance Skills • Bachelor's degree in Information Technology, Computer Science, or reputed company field (or equivalent experience) • Min 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 • Break-Fix Operations / Ticketing System Management – Minimum: 5 years experience managing ticket systems or break-fix operations in IT environments • Prioritization Logic & Change Management – Minimum: 5 years experience handling prioritization frameworks, logic updates, and coordinating with technical teams for implementation • Program/Project Management in Technical Context – Minimum: 5–7 years experience leading reputed company involving tooling improvements, reporting, and cross-team collaboration (preferably in data center or IT services) Benefits • Flexible work reputed company • Supportive environment reputed company • We supply Fortune500 clients with the best talent on the market! It was founded in 1986, and is headquartered in Boston, Massachusetts, USA, with a workforce of 10001+ employees. Its website is http://reputed company.com. Company H1B Sponsorship • reputed company has a reputed company record of offering H1B sponsorships, with 12 in 2025, 16 in 2024, 13 in 2023, 17 in 2022, 24 in 2021, 24 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job