Support Analyst - Breakfix Prioritization

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.

Key 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.

Typical Day

• Project Oversight & Escalation: Start by reviewing project plans, status, and key metrics for datacenter operations.
• Meetings & Coordination: Schedule and lead meetings with project teams to drive progress and resolve issues-examples include breakfix prioritzation logic change requests.
• Status Updates & Escalations: Provide regular updates to stakeholders and escalate roadblocks as needed. Handle breakfix escalations, ticket status requests, and manual prioritization.
• Team & Stakeholder Support: Focus on supporting IT Process and Standards team, removing roadblocks, and ensuring resources are in place to solve customer issues quickly.
• Continuous Improvement: Analyze business results, identify challenges, and drive improvements in processes and outcomes.What is the ideal background of a candidate for this role?:Bachelor's degree in Information Technology, Computer Science, or related 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.

Requirements

• 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 projects involving tooling improvements, reporting, and cross-team collaboration (preferably in data center or IT services).