Senior IT Operations Officer

Role Overview

The Senior IT Operations Officer for IT Operations Center (ITOC) is responsible for providing 24×7 operational support for mission-critical systems, acting as the first point of contact for IT incidents, alerts, and service requests, and ensuring end-to-end service availability and SLA adherence.

This role operates on a 12-hour rotating shift, delivering continuous monitoring, incident management, and operational support across infrastructure, applications, and business systems.

The System Engineer will play a key role in incident resolution, alert management, system monitoring, and operational governance, ensuring service continuity and high operational standards in line with defined SLAs and SOPs.

Key Accountabilities

• Maintain end‑to‑end service availability
• Ensure timely incident response and resolution within SLA
• Perform accurate ticket logging, classification, and escalation
• Respond to alerts within defined timelines (e.g. <15 minutes)
• Conduct effective shift handovers
• Handle high-volume operations (calls, incidents, alerts)

Job Responsibilities & Duties

• Service Desk & Support: users call handling and perform first-level troubleshooting and escalation
• Incident Management: Monitor and respond to system, network, and application incidents, Log and manage incidents/service requests, Coordinate incident calls & communication
• Monitoring & Alert Management: Perform real-time system monitoring, Respond to alerts within SLA, Execute recovery via SOP/runbooks
• Operational & Mailbox Support: Monitor shared mailboxes 24×7, and handle operational tasks (e.g SQL scripts, account unlocks)
• Data Centre & Security: assessment and endorsement of access request
• Shift Operations: Perform structured shift handovers
• Any other relevant duties as and when assigned.

Key Job Competencies

• Strong analytical and troubleshooting skills
• Effective communication & stakeholder management
• Ability to work under high pressure
• Strong adherence to SOPs and processes
• High attention to detail and Team player with shift-based mindset

Role Requirements

• Diploma / Degree in IT, Computer Science, or related discipline
• 1–3 years in IT support / Service Desk / NOC / SOC (Level 1)
• Fresh graduates with relevant internship exposure may be considered.
• 24×7 rotating shift (12-hour shift pattern), Required to support weekends, public holidays, and night shifts
• Onsite role at command centre (no work-from-home arrangement)
• Able to handle high-volume, real-time operational workload
• Senior and Lead roles are available for qualified candidates

Skills Required

• Basic knowledge of Servers, networks, operating systems
• Familiarity with Windows / Linux environments, SQL / scripting
• Experience in Incident handling, Alert monitoring
• Familiarity with Linux and the VI editor command-line.
• ITIL Foundation knowledge is preferred
• Automation or scripting knowledge is preferred