IT Operations Support

About the Role:

As an IT Operations Support, you will play a critical role in ensuring the reliability, availability, and effectiveness of IT services across the organization. You will serve as the first point of contact for technology-related support, maintain IT operational excellence, and collaborate with cross-functional teams to align IT services with business needs. This role requires a proactive problem-solver who can manage day-to-day IT operations while supporting infrastructure, network, identity, security, and enterprise applications.

Key Responsibilities:

• Ensure the quality and availability of IT operational services across the workplace.
• Provide support for end-user devices, hardware, software, and business applications.
• Monitor and maintain internet connectivity, network performance, and related IT services.
• Configure and support specialized connectivity solutions such as VPN, RADIUS, and other access technologies.
• Act as the primary escalation point and coordinate with L2 Support teams (Applications, Infrastructure, Network, Identity, and Operations) when required.
• Ensure compliance with IT operational policies, procedures, and governance standards.
• Support user onboarding, offboarding, transfers, and access management processes.
• Promote proper usage of IT support channels and ticketing systems for issue resolution and service requests.
• Manage and maintain accurate IT asset records and ensure data integrity across all supported hardware.
• Serve as a Subject Matter Expert (SME) for technology support requests and provide effective troubleshooting.
• Communicate operational updates, incidents, and project progress to IT Leads and Managers.
• Build and maintain strong working relationships with stakeholders while representing the IT team professionally.

About You:

We are looking for a technology professional who is passionate about delivering excellent IT support, thrives in a dynamic environment, and takes ownership of operational responsibilities. You are a proactive learner, an effective communicator, and someone who enjoys solving technical challenges while supporting business operations.

Qualifications & Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years of experience in IT Support, IT Operations, or a similar role.
• Willingness to work in shifts, including early morning, late evening, weekends, and public holidays when required.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with productivity and collaboration tools such as email platforms, Microsoft Office, PDF editors, and digital signature solutions.
• Ability to quickly learn new technologies, systems, and frameworks to support evolving business needs.
• Strong sense of ownership, accountability, and the ability to work independently with minimal supervision.
• Understanding of organizational processes, escalation procedures, and incident prioritization.
• Proven ability to troubleshoot and resolve complex technical issues independently.
• Basic understanding of enterprise application environments, including:
• HRIS and Directory Services
• Single Sign-On (SSO) technologies
• Email platforms and standards
• System integration technologies
• General IT infrastructure and operations
• Strong communication, stakeholder management, and problem-solving skills.

Preferred Qualifications:

• Experience in IT Project Management or Project Deployment.
• Knowledge of IT Service Management (ITSM) practices.
• Experience with IT Asset Management processes.
• Exposure to Core Banking systems or financial services environments.
• Familiarity with IT Automation tools and technologies.