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. 15 minutes)
Conduct effective shift handovers
Handle high-volume operations (calls, incidents, alerts)

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