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.

• 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 ).
• Diagnose authentication, access, and synchronization issues in hybrid environments.
• Support endpoint monitoring and remediation using Ninja One RMM.
• Manage and troubleshoot mobile and device management using Manage Engine 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 Service Now 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.

• 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…