Technology Analyst - IT Services

The IT Operations lead will be responsible for overseeing day-to-day IT operations, ensuring seamless service delivery, and managing a team of IT professionals. This role requires strong technical expertise, leadership skills, and a deep understanding of ITIL processes and enterprise tools.

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 ServiceNow (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.

Requirements

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