Mid-Senior Helpdesk Support

We are looking for an IT Operations professional to support the monitoring, maintenance, and smooth operation of IT systems and services in a 24/7 environment.

Responsibilites:

24/7 Surveillance & System Health:

• Monitor global applications, cloud services, and data/content feeds using central monitoring consoles.
• Identify performance issues or outages in real time and route network/hardware alerts to NOC or specialized teams.

Content & Application Pipeline Validation:

• Verify real-time delivery of media, data feeds, and web portal services.
• Troubleshoot ingestion delays, API/feed bottlenecks, and content availability issues.

L2 Incident Support & Major Incident Response:

• Triage, investigate, and resolve L2 technical tickets in the ITSM tool within agreed SLA targets (MTTA / MTTR).
• Act as the first responder for Major Incidents (SEV-1 / SEV-2); launch incident bridges, notify stakeholders, and coordinate with engineering teams and vendors.

Identity & Access Management:

• Manage account provisioning, permissions, and security groups in Active Directory, Entra ID (Azure AD), and Microsoft 365.
• Assist users with remote access (VPN), MFA configurations, and application access.

Operations Governance & Shift Continuity:

• Coordinate release and maintenance windows with business teams to avoid critical operational impact.
• Conduct structured shift handovers to ensure zero-loss continuity for open incidents and maintenance tasks.
• Maintain and update OCC runbooks and Standard Operating Procedures (SOPs).

Qualifications:

• 3+ years in IT support or help desk
• Knowledge of AD, Azure, O365
• Experience with remote access tools
• Familiarity with ticketing systems (e.g., EasyVista)
• Good communication and troubleshooting skills
• Availability to work in shifts