Principal Support Analyst

Within the Support Analyst role you will play a key role in maintaining the stability performance and efficiency of our technology environments. You will provide hands-on technical support in diverse areasfrom troubleshooting desktop issues (including device management and common software applications) to monitoring and maintaining mission-critical backend systems. Whether supporting core business hours or a 24/7 schedule you ensure continuous service availability through proactive issue resolution and effective communication.

Roles and Responsibilities :

• Oversee ATPCOs 24/7 operations strategy ensuring alignment with organizational goals and industry best practices.
• Provide leadership during critical incidents coordinating cross-functional teams to ensure swift resolution and minimal downtime.
• Mentor and coach the entire operations team fostering growth and developing leadership skills within the team.
• Drive the development of long-term operational strategies focusing on scalability reliability and automation.
• Lead efforts to optimize support workflows improve monitoring tools and streamline incident management processes.
• Collaborate with senior leadership to align operational objectives with broader business goals focusing on risk management and operational excellence.
• Champion a culture of continuous improvement identifying operational inefficiencies and implementing strategic enhancements.
• Serve as a key advisor in shaping ATPCOs future operational roadmap providing insights on emerging technologies and best practices.
• Lead the strategic adoption and continuous improvement of automation and orchestration practices driving operational efficiency and effective resource utilization.

Ideal Candidate

• Experienced leader in 24/7 IT operations and high-availability environments
• Strong incident management skills with the ability to lead critical issues end-to-end
• Strategic thinker focused on scalability reliability and automation
• Solid technical background across infrastructure systems and end-user support
• Proven ability to mentor teams and drive operational excellence
• Experience improving support processes monitoring and workflow efficiency
• Skilled at aligning technical operations with business goals and risk management
• Data-driven with a focus on performance uptime and continuous improvement
• Effective communicator who can influence stakeholders and senior leadership
• Passionate about automation innovation and proactive problem-solving

Salary Range: $105770 - 130000

*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the US location*

Additional Information :

At ATPCO we are deeply committed to diversity equity and inclusion. Our supportive policies promote work-life balance through flexible work arrangements and we cultivate a workplace where every employee feels valued respected and a true sense of belonging.

We consider qualified applicants for employment without regard to race gender age color religion national origin citizenship status marital status disability sexual orientation protected military/veteran status gender identity or expression genetic information marital status medical condition or any other legally protected factor

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time