IT Operations

Monitor IT infrastructure, systems, applications, and network services to ensure availability and performance

Perform first-level troubleshooting and resolution of IT incidents and service requests

Respond to alerts, system notifications, and operational issues in a timely manner

Escalate unresolved or complex technical issues to L2/L3 teams or relevant vendors

Perform routine system health checks and operational monitoring

Assist with user account management, access requests, password resets, and basic permission issues

Monitor and manage IT tickets through the IT Service Management (ITSM) system

Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational procedures

Execute standard operational procedures, scheduled tasks, and routine maintenance activities

Support backup monitoring and verify the completion and status of scheduled backups

Assist with system deployment, configuration, patching, and basic maintenance activities under established procedures

Follow IT security policies, access control procedures, and company IT standards

Participate in incident management and provide timely updates on ongoing issues

Prepare basic operational reports, incident summaries, and system monitoring reports

Participate in shift operations, on-call support, or after-hours monitoring when required

Continuously improve operational processes, documentation, and troubleshooting procedures

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field

1–3 years of experience in IT Support, IT Operations, Helpdesk, Application Support, or Technical Support

Experience in Level 1 (L1) IT/Application Support, particularly in handling user complaints and technical issues

Experience supporting banking applications or financial technology (FinTech) systems is preferred

Willing to work in a shift-based or operational support environment

Strong ability to perform initial troubleshooting, issue identification, and basic problem resolution

Experienced in handling and monitoring user complaints, incidents, service requests, and support tickets

Ability to perform incident categorization, prioritization, escalation, and follow-up to ensure timely resolution

Basic understanding of API concepts, application integration, and system connectivity is preferred

Able to coordinate effectively with L2/L3 support, application teams, infrastructure teams, and relevant business/users for issue resolution

Familiarity with IT Service Management (ITSM) processes, including Incident Management and Service Request Management

Experience using ticketing/helpdesk tools and maintaining proper incident documentation

Good analytical and problem-solving skills, with attention to detail when investigating application issues

Strong communication skills, both written and verbal, with a customer/user-oriented approach

Able to work under pressure and handle multiple incidents or user complaints simultaneously

Good documentation skills and ability to prepare incident reports, issue logs, and operational updates