Technology Specialist - IT Service, Support and Operations

• Responsible for overseeing the design, implementation, and maintenance of an organization's IT infrastructure
• Daily Operations Oversight: Ensuring systems, services, and infrastructure operate reliably and securely
• Project Management: Leading infrastructure-related projects that align with business goals, including upgrades, migrations, and new deployments
• Team Leadership: Managing a team of Min of 10+ IT professionals, providing mentorship, and evaluating performance
• Administration: Maintaining networks, servers, databases, and related systems; ensuring optimal performance and uptime
• Security & Compliance: Implementing security protocols, PAM, and ensuring compliance with internal and external standards
• Disaster Recovery: Designing and testing backup and recovery strategies to ensure business continuity
• Strong communication skills and should have strong business relationship management
• Experience in handling IT audits & compliance

Key Responsibilities:

IT Operations Management:

o Monitor and maintain IT infrastructure, including servers, networks, endpoints, and assets.
o Ensure compliance with organizational standards and security policies.

• People Management:
  o Lead and mentor IT operations team members, ensuring optimal performance and professional growth.
  o Manage shift schedules, leave planning, and team utilization.

Process & Service Management:

o Implement and adhere to ITIL best practices for incident, problem, and change management.
o Track and ensure SLA compliance for all IT service requests and incidents.

Tools & Technology:

o Manage ticketing systems such as Service Now (SNOW) for efficient workflow and reporting.
o Oversee asset lifecycle management, including onboarding, allocation, and disposal.

Infrastructure & Network:

o Maintain and troubleshoot servers, network devices, and connectivity issues.
o Ensure proper cabling, labeling, and documentation for all IT assets.

• Continuous Improvement:
  o Identify opportunities for process optimization and automation.
  o Drive initiatives for improving IT service quality and user experience.

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Required Skills & Qualifications:

• Proven experience in IT operations and infrastructure management.

• Strong knowledge of ITIL framework and its practical implementation.

• Hands-on experience with ticket management tools (e.g., Service Now).

• Expertise in endpoint management, asset management, and network/server administration.

• Excellent leadership, communication, and problem-solving skills.

• Technical Proficiency:
  Windows
  Networking (LAN/ WAN), firewalls
  Virtualization (VMware, Hyper-V),
  cloud platforms (AWS, Azure)
  Scripting (Shell, PowerShell, Perl)
  Certifications: ITIL, PMP, or vendor-specific certifications (e.g., Cisco, Microsoft, Red Hat) are often preferred

Education: BE

Preferred skills: TIG->Standard TIG