Technology Operations Analyst

The Technology Operations Analyst will work with cross-functional teams to understand complex solutions and integrations, as well as drive releases to improve solutions. This role focuses on delivering high‑quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows. 

The role requires strong communication skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and real‑time transparency for customers and stakeholders.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• →Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the user 
• →Excellent verbal and written communication, with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers 
• →Strong organizational skills, including good project and time management skills, with a high attention to detail 
• →Strong partnering skills and collaboration skills
• →Demonstrated experience troubleshooting complex technology issues across integrated systems, identifying root cause and driving issues through resolution
• →Strong understanding of system integrations, middleware, APIs, and data flows, particularly how information moves between upstream applications, integration layers, and point-of-sale (POS) systems
• →Proficient knowledge of at least one other operating system such as iOS, Android, Linux etc
• →Ability to read and interpret application and integration logs, identify errors or failure points, and translate technical findings into actionable next steps
• →Working knowledge of API-based integrations and common integration concepts, including data mapping, system dependencies, error handling, and service connectivity.
• →Experience using automation, AI, or scripting-based tools to accelerate troubleshooting and log analysis is strongly preferred
• →Ability to perform root-cause analysis (RCA) using structured problem-solving methods such as the 5 Whys, moving beyond symptoms to identify underlying technical issues
• →Proven ability to triage incidents independently, determine the appropriate technical owner, and engage engineering, payments, digital, infrastructure, or third-party teams as needed
• →Strong technical communication skills with the ability to document issues, articulate findings, and translate operational symptoms into clear technical requirements or defects for engineering teams
• →Self-directed and intellectually curious, with a demonstrated ability to challenge initial assumptions, investigate problems independently, and drive issues to resolution with limited oversight
• →Ability to operate effectively in a multi-brand, enterprise technology environment where systems, integrations, and dependencies span multiple technology teams and platforms