Senior Data Analyst -Operations/Customer Support Analytics

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

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

Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

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 a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week.

Team/Function: 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 ad hoc 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. Quarterly travel to Buffalo, NY, may be expected based on business needs.

Responsibilities:

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, monitoring and analyzing 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 ad hoc insights and graphs for day-to-day business analytics and ad hoc 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.
• Minimum 10-15+ years of experience in a support operation, business operations, or data analyst role, ideally within the technology or ecommerce industries.
• A strong track record of delivering insights and supporting data-driven decision-making.
• Proficiency in data analysis tools such as Excel, SQL, and BI platforms (e.g., Tableau, Looker, Power BI).
• Experience with customer support tools such as Zendesk, Freshdesk, Salesforce, or similar.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent PowerPoint presentation skills.
• Excellent communication and collaboration skills.
• Experience with Workforce Management Tools.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Strong relationship management skills.
• Experience with AI-driven automation tools and technologies is considered an asset.
• Experience in a SaaS or tech company would be preferred.
• Knowledge of ITIL practices or customer support frameworks is preferred.
• *This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $115,000 - $120,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants. 

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to [email protected]. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.