Senior IT Operations Support Level 3

Senior IT Operations Support Level 3

The Senior IT Operations Support Specialist (Level 3) provides advanced operational support across Cavender's infrastructure, store systems, and enterprise applications. This role serves as the highest escalation point within the Help Desk organization for non-development issues, working closely with application owners, developers, infrastructure, and security teams to resolve complex incidents impacting retail stores, corporate offices, and warehouse operations. This position focuses on operational stability, incident resolution, and cross-system troubleshooting, particularly for point-of-sale (POS), warehouse management, identity, networking, and collaboration platforms. The role bridges the gap between frontline support and engineering teams, ensuring reliable, secure, and consistent technology operations. The role participates in on-call rotations, supports after-hours maintenance and critical business events, and may require limited travel to stores or distribution centers as needed.

Duties and Responsibilities

• Support the "Cavender's Culture" and drive the Mission, Vision and Values
• Serve as Tier 3 escalation for complex incidents impacting Microsoft Dynamics Point of Sale (POS) and store technology, Microsoft Dynamics Warehouse Management systems, and corporate office and distribution center operations.
• Troubleshoot issues across infrastructure, endpoint, identity, network, and application layers.
• Lead response for high-impact outages affecting retail or warehouse operations, maintaining calm and effective incident coordination.
• Coordinate with application owners and development teams when code-level changes are required.
• Support and troubleshoot hybrid identity environments, including on-prem Active Directory and Azure Active Directory (Entra ID).
• Diagnose authentication, access, and synchronization issues in hybrid environments.
• Support endpoint monitoring and remediation using NinjaOne RMM.
• Manage and troubleshoot mobile and device management using ManageEngine MDM.
• Support and troubleshoot Microsoft 365 services, including Exchange Online, Microsoft Teams, and SharePoint Online.
• Troubleshoot store and corporate network connectivity using SASE and SD-WAN technologies, including Fortinet platforms.
• Diagnose WAN, VPN, firewall, and connectivity-related issues impacting stores and warehouses.
• Coordinate with network and security teams to restore service quickly during outages.
• Utilize ServiceNow ITSM for incident, problem, and change management.
• Perform root cause analysis (RCA) and clearly document findings, corrective actions, and preventative recommendations.
• Create and maintain operational runbooks, SOPs, and troubleshooting guides.
• Define escalation criteria and handoff standards for Level 1 and Level 2 teams.
• Mentor and support Level 1 and Level 2 support staff, reinforcing consistent troubleshooting, documentation, and ticket quality standards.
• Participate in training development and onboarding efforts for IT Operations Support team members.
• Identify opportunities for automation, monitoring, and self-service improvements to strengthen operational stability.
• Participate in change management reviews and operational readiness planning.
• Support after-hours maintenance, on-call rotations, and critical business events.

Qualifications and Requirements

• Bachelor's degree in Information Technology or equivalent experience.
• 5+ years of experience in IT operations or enterprise support environments, including retail or multi-location operations.
• Strong experience supporting point-of-sale systems, warehouse systems, and enterprise applications.
• Proven ability to troubleshoot complex issues across infrastructure and application layers in hybrid on-prem and cloud environments.
• Experience working with ITSM tools and structured incident, problem, and change management processes.
• Strong analytical, communication, and documentation skills, with the ability to coordinate effectively across teams during high-impact incidents.
• Ability to participate in on-call rotations, after-hours support, and up to 15% travel to stores or distribution centers as needed.
• Based in the DFW, Houston, or Austin, TX metropolitan areas

Preferred Skills

• Experience supporting Microsoft Dynamics retail or warehouse solutions.
• Hands-on experience with Microsoft 365, hybrid identity, endpoint management, and mobile device management platforms.
• Experience with Fortinet networking technologies and SD-WAN/SASE environments.
• Familiarity with ITIL or managed service frameworks.
• Relevant technical certifications (Microsoft, CompTIA, Fortinet, or similar).

Cavender's is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law.

Cavender's will provide reasonable accommodations for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender's store.