IT Operations Sr. Specialist

Key Accountabilities & Activities Generic Accountabilities Work Execution & Supervision Supervise daily activities and coordinate team workload to ensure smooth execution of tasks. Monitor task execution against plans and schedules, and facilitate timely completion of assigned activities.

Operational Support Support operational activities and monitor adherence to defined procedures and instructions. Assist in resolving operational issues and escalations, and facilitate timely resolution. Quality & Compliance Monitor work quality and support compliance with defined standards and requirements.

Review outputs and report deviations to ensure corrective actions are taken. Team Support Support and assist team members in performing tasks and daily activities. Facilitate on-the-job training and provide guidance through task coordination and support.

Coordinate Coordinate activities between team members and management to ensure alignment and workflow continuity. Facilitate communication and support effective execution of operational activities.

Job-Specific Accountabilities IT Service Operations Supervision Supervise day-to-day IT service operations to support reliable and timely delivery of technology services across business functions. Monitor service availability, service requests, incidents, and operational performance against established service expectations.

Review service delivery issues and operational trends to identify areas requiring attention or escalation. Support implementation of actions required to maintain consistent and effective IT service delivery.

Incident & Service Request Coordination Coordinate incident and service request activities across the Service Desk and relevant technical teams to support timely resolution. Monitor open incidents and service requests to identify delays, recurring issues, and cases requiring escalation.

Review incident resolution progress and support follow-up on unresolved or high-impact service issues. Facilitate communication between technical teams and business users during significant incidents or service disruptions.

Service Level & Performance Monitoring Monitor IT service performance against agreed SLAs, response times, resolution targets, and service quality expectations. Review service performance trends to identify recurring gaps, operational risks, and opportunities for improvement.

Support preparation of service performance reports, operational dashboards, and management review inputs. Assist in tracking agreed actions arising from service performance reviews. Change & Release Coordination Coordinate operational activities associated with approved IT changes, releases, and system updates to minimize disruption to business services.

Monitor change implementation activities and support adherence to approved schedules and operational requirements. Review change-related service impacts and assist in tracking issues arising from implementation. Facilitate communication between technical teams and business stakeholders to support change readiness and service continuity.

IT Service Continuity Support Monitor service continuity risks affecting critical business operations and escalate significant concerns to relevant teams. Support operational readiness activities related to service recovery, backup procedures, and continuity requirements.

Review service disruption events and support follow-up actions to strengthen future service continuity. Assist in coordinating operational recovery activities during significant service interruptions.

Business & User Service Coordination Coordinate with business functions to understand IT service requirements and support effective resolution of operational needs. Support communication with users regarding service interruptions, planned changes, and resolution progress. Assist in resolving service dependencies that may affect business operations.

Operational Controls & Compliance Support Monitor adherence to approved IT service procedures, operational controls, and technology governance requirements. Review service operations activities to support compliance with established IT policies and standards. Support implementation of required operational controls and service management practices.

Assist in identifying operational control gaps and coordinating corrective actions with relevant teams. IT Service Improvement Monitor recurring service issues, user feedback, and operational trends to identify improvement opportunities. Review service delivery processes and practices to support improvements in efficiency, reliability, and user experience.

Support implementation of approved service improvement initiatives. Facilitate lessons learned and improvement discussions following significant incidents, service issues, or operational changes.

Employee Benefits • Premium Medical Insurance • Education Allowance • Health and Wellness Allowance • Additional Employee Benefits and Perks Working Days & Hours • Working Days: Sunday to Thursday • Working Hours: 48 hours per week