[Remote] Support Analyst – Breakfix Prioritization [206509]

Note: The job is a remote job and is open to candidates in USA. Aquent is a global technology leader driving innovation and empowering organizations. The Support Analyst will monitor the health of the global IT breakfix ticket queue, perform manual prioritizations, and work closely with various teams to ensure timely responses to escalations and support SLA commitments. Responsibilities • 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 • 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 • 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 • 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 Skills • 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 • 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) Benefits • Flexible work options • Supportive environment Company Overview • 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 Company H1B Sponsorship • Aquent has a track 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