Sr. Global Support Operations Analyst

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is located in our Buffalo, NY, or Mississauga, Canada, office with opportunity to be on a hybrid schedule and a few days remote per week.

We are seeking a detail-oriented and analytical Support Operations Analyst to join our support team. This role will sit within operations and be responsible for analyzing support processes and correlating data, building adhoc data summaries, understanding utilization of the workforce, creating Executive presentations on Support, assisting with country business reviews regarding Support, and generating insights to improve service efficiency and customer satisfaction.  
You’ll work closely with support leadership, product teams, country partners, and other stakeholders to ensure smooth operations and a data-driven approach to decision-making. 

Your role: 

• Operations Analyst:  

• Support process improvement initiatives by identifying inefficiencies and implementing scalable solutions. 

• Collaborate with support leadership to develop strategies for enhancing customer experience. 

• Partner with the management team to optimize support processes involving the ticketing tools 

• Partner with Process Optimization teams and be liaison between the business and optimization teams 

• Understanding the business, monitor and analyze customer support metrics (e.g., ticket volume, response times, resolution rates) to identify trends, gaps, and opportunities for improvement.  Partner with global management on resolutions.  

• Prepare adhoc insights and graphs for day to day business analytics and adhoc critical deliverables 

• Convert data and insights and create Executive level Powerpoint presentations 

• Ensure data quality and consistency across all platforms and tools on behalf of the department 

Workforce Planning Coordinator: 

• Using data insights and organizational structure, monitor and suggest delivery mechanisms to assist with SLO's and volume requirements across domains and regions 

• Partner with governance for recommendations to management and leadership to optimize the organization output 

What you bring to the role:

• Bachelor’s degree in Business, Information Systems, Analytics, or a related field. 

• 5+ years of experience in a support operations, business operations, or data analyst role. 

• Proficiency in data a