Senior IT Operations Officer

Requirements

Bachelors degree in Computer Science, Computer Engineering, or a related IT discipline

Minimum of 7 years of progressive experience in IT operations, infrastructure, and service delivery

ITIL certification

Hands-on experience with incident, problem, and change management processes aligned with ITIL best practices

Practical exposure to business continuity and disaster recovery operations, including backup management, restoration testing, and disaster recovery drills

Strong knowledge of IT infrastructure, networking, cloud platforms, and enterprise systems

Strong analytical, troubleshooting, and root cause analysis skills

Proven experience in incident, problem, and change management

Ability to execute and support business continuity and disaster recovery activities

Strong stakeholder management and customer service orientation

Effective coaching, mentoring, and communication skills

Key responsibilities

Support cloud adoption initiatives (IaaS / SaaS), including workload migration, optimization, and cost control

Monitor cloud consumption dashboards, set up and respond to alerts within cloud monitoring tools to prevent performance bottlenecks

Support cloud security hardening, access controls, and operational monitoring in line with organizational policies

Manage and track IT operations related projects such as infrastructure upgrades, system enhancements, monitoring tools, and service transitions

Coordinate with vendors and internal stakeholders to ensure projects are completed within scope, timelines, and approved budgets

Support creation and maintenance of IT operational documentation, including SOPs, runbooks, architecture diagrams, and disaster recovery procedures

Support the planning, execution, and documentation of disaster recovery drills, ensuring defined RTO and RPO targets are met

Support audit readiness through structured documentation and evidence management

Maintain and update internal reports tracking cloud usage, cost optimization, and migration milestones

Standardize IT operations processes aligned with ITIL best practices (incident, change, problem management)

Support SLA tracking and operational KPIs reporting for management review

Monitor and support the Head of IT in managing relationships with internal and external service providers and evaluating performance against contracts

Support IT administration in maintaining the asset lifecycle of both physical and virtual assets

Act as the escalation point for major incidents and service issues

Support IT administration in improving user experience and business processes