Cavender's · 21 hours ago
Senior IT Operations Support Level 3
Tyler, TX 75703, USA
Full-time
Hybrid
Senior Level
5+ years expCavender's is seeking a Senior IT Operations Support Specialist (Level 3) to provide advanced operational support across their infrastructure and enterprise applications. This role will serve as the highest escalation point for complex incidents, focusing on operational stability and incident resolution.
E-CommerceFashionRetail
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
Qualification
Required
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
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)
Company
Cavender's
Cavender's is cowboy boots and western wear outfitter supplier.
1001-5000 employees
H1B Sponsorship
Cavender's has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageLeadership Team
James Thompson
CFO
Larry Waterman
Executive Vice President & COO
Recent News
2025-08-26
2025-01-08
Company data provided by crunchbase