Sr. Analyst, Technology Operations

About Us

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the world by number of members and locations. As of March 31, 2026, Planet Fitness had approximately 21.5 million members and 2,909 clubs in all 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia and Spain. The Company’s mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®. Approximately 90% of Planet Fitness clubs are owned and operated by independent business owners.

Overview

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.

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.
• Change Management & Release Coordination
• 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.
• Analytics & Reporting
• 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.
• Process Improvement
• 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.
• Cross-Functional Collaboration
• 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.
• Governance, Risk & Compliance
• 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.

Qualifications

• 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
• 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!

Perks

• Comprehensive benefits package including medical, dental, vision, life and disability, as well as supplemental accident, hospital and critical illness coverage options.
• Paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs, and a whole host of engagement activities.
• 401(k) Plan with safe harbor employer matching and an employee stock purchase plan.