Key Responsibilities

• Ensure the seamless daily operation and maintenance of IT systems, including servers, networks, and applications, to maintain high availability and reliability.
• Mentor and guide junior team members, providing training and support to enhance their technical expertise.
• Develop and implement IT operational policies, procedures, and standards aligned with industry best practices and compliance requirements.
• Maintain accurate and accessible documentation for IT systems, configurations, and processes to support team operations.
• Collaborate with internal stakeholders and external vendors to support IT projects, including system upgrades, migrations, and deployments.
• Manage vendor relationships, negotiate contracts and Service Level Agreements (SLAs), and ensure quality service delivery.
• Partner with business and finance teams to oversee IT budget planning, procurement, and purchase management.
• Serve as the escalation point for complex IT issues, providing technical support and troubleshooting to ensure swift resolution.
• Monitor IT system performance and security, proactively identifying and mitigating potential risks and downtime.
• Conduct audits and assessments of IT infrastructure, identifying areas for improvement and implementing enhancements.
• Analyze IT operations metrics and prepare performance reports for management to inform strategic decisions.
• Act as a subject matter expert, sharing knowledge and promoting professional development within the IT operations team.
• Demonstrate ownership, urgency, and initiative in managing IT operations.
• Report daily operational matters to the team leader and collaborate on continuous improvements.

Key Requirements

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field.
• 3 to 5 years of experience in IT infrastructure operations support, preferably within the ICT industry.
• Strong troubleshooting skills for hardware and software, including routers, switches, firewalls, wireless devices, servers, PCs, mobile devices, Office applications, and PDF tools.
• Experience with incident management and familiarity with system administration tasks across various operating systems.
• Intermediate knowledge of networking technologies and IT infrastructure, with certifications like ITILv4, AWS, Azure, Cisco, HP, Dell, Fortinet, Palo Alto, or SolarWinds being a plus.
• Excellent communication skills and a strong user-oriented mindset.
• Proven ability to multitask, make quick decisions, and work effectively in a fast-paced environment.
• Experience collaborating with project and operations teams to support daily IT infrastructure needs.
• Ability to manage and coordinate with outsourcing vendors effectively.
• Reliable, detail-oriented, and capable of producing high-quality work consistently.
• Positive attitude, creativity, and the ability to work independently or as part of a team.