Sr. Analyst, Technology Operations

Planet Fitness•Boston, MA

3h•$95,000 - $115,000•Hybrid

About The Position

The Sr. Analyst, Technology Operations is responsible for supporting and improving the operational performance, reliability, and supportability of enterprise technology platforms across Planet Fitness’s retail technology ecosystem. This role serves as a key operational partner between Infrastructure, Site Reliability Engineering (SRE), Application Development, Cybersecurity, Service Desk, vendors, and business stakeholders to ensure stable, scalable, and resilient technology services supporting member and stores applications. The ideal candidate combines strong operational and analytical capabilities with a proactive approach to reliability, incident reduction, observability, and continuous improvement. This individual will help bridge day-to-day technology operations with reliability engineering practices to improve system stability, operational maturity, and customer experience. This role follows a hybrid schedule and requires regular, in-person work at our Boston, MA or Hampton, NH office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.

Requirements

Bachelor's degree in a related field (Computer Science, Computer Engineering, Management Information Systems, etc.) or equivalent work experience
3+ years of experience in technology operations, IT operations, infrastructure support, service management, change management, or related roles
Experience supporting enterprise environments within retail, hospitality, restaurant, or other distributed operations industries preferred
Strong understanding of incident management, problem management, change management, and operational support processes
Familiarity with SRE concepts including observability, monitoring, reliability, alerting, incident response, and operational resiliency
Experience with monitoring and observability platforms, ticketing systems, and ITSM/change management tools
Strong analytical, troubleshooting, and problem-solving skills
Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
Creative, progressive, thought leadership with the ability to influence at all levels of the organization
Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
Dedicated learner with a natural curiosity for consistent growth
Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!

Responsibilities

Own end-to-end technology operations, including store systems, corporate platforms, and customer-facing applications.
Lead IT service management (ITSM) processes including incidents, problems, and change management.
Provide Level 2 support for enterprise applications and critical business platforms.
Partner closely with SRE teams to improve platform reliability, observability, operational readiness, and service performance of enterprise applications.
Oversee runbooks, standard operating procedures, and operational governance frameworks.
Manage vendor-supported systems and ensure service levels and SLAs are consistently met.
Participate in incident response activities, including triage, escalation, coordination, stakeholder communication, and resolution tracking.
Assist with major incident management processes and contribute to post-incident reviews and root cause analysis efforts.
Identify recurring operational issues and partner with SRE and engineering teams to implement corrective and preventive actions.
Support operational validation and monitoring following deployments, infrastructure changes, and production releases.
Design and implement automated repair capabilities for enterprise platforms to remediate issue trends and reduce support needs.
Coordinate and support IT change management processes to minimize operational risk and business disruption.
Review, assess, and track planned technology changes for operational readiness, business impact, rollback planning, and support preparedness.
Facilitate change communication, maintenance notifications, and stakeholder awareness activities.
Monitor production changes during implementation windows and coordinate escalation or remediation activities as needed.
Contribute to continuous improvement of change management governance, standards, and operational controls.
Support release readiness planning for major retail initiatives, seasonal events, and peak business periods.
Partner with SRE teams to refine alerting, reduce operational noise, and improve incident detection capabilities.
Develop operational dashboards, KPI reporting, and trend analysis related to incidents, outages, service performance, changes, and operational health.
Analyze operational metrics to identify risks, recurring failures, capacity concerns, failed changes, and service improvement opportunities.
Track and report on SLA, SLO, change success rate, incident trends, and operational performance metrics where applicable.
Collaborate with SRE and engineering teams to improve operational processes, runbooks, support documentation, and knowledge management.
Participate in operational governance activities and support audit readiness where required.
Partner with retail operations, infrastructure, application support, SRE, cybersecurity, and vendor teams to identify and remediate technology challenges.
Act as a liaison between technical teams and business stakeholders during operational incidents, releases, and ongoing initiatives.
Ensure operational and change management processes align with IT governance, security, audit, and compliance requirements.
Support disaster recovery exercises, business continuity planning, and operational risk assessments.
Maintain operational documentation, support procedures, configuration records, change records, and service inventories.