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. 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