Principal Support Analyst

ATPCO•Herndon, VA

2d•Remote

About The Position

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 areas—from 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.

Requirements

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

Responsibilities

Oversee ATPCO’s 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 ATPCO’s 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.