IT Service Operations Specialist
Accountabilities: As an IT Service Operations Specialist, you will be responsible for supporting enterprise applications, coordinating operational activities, and ensuring effective service delivery across global teams. You will manage incidents, support business processes, and contribute to continuous improvements while maintaining strong communication with stakeholders. Key responsibilities include:
Provide Level 2 and Level 3 functional support for ERP applications, preferably BAAN/Infor LN environments.
Support business users across Finance, Manufacturing, Procurement, Supply Chain, and Logistics functions.
Monitor application performance, availability, and overall system health to ensure business continuity.
Coordinate with infrastructure, database, and external vendor teams to resolve technical and functional issues.
Support application enhancements, upgrades, patches, deployments, and configuration changes.
Perform root cause analysis (RCA) and recommend preventive actions for recurring issues.
Maintain application documentation, knowledge bases, and operational procedures.
Plan and coordinate User Acceptance Testing (UAT), including test scenarios, data preparation, and acceptance criteria.
Track testing progress, manage defects, validate fixes, and support production readiness activities.
Act as an Incident Controller for critical P1/P2 incidents, coordinating cross-functional teams toward timely resolution.
Drive incident communication, escalation processes, and service restoration within agreed SLAs.
Conduct post-incident reviews and monitor corrective actions.
Support daily IT operations, change management activities, compliance requirements, and service governance.
Collaborate with geographically distributed teams to maintain effective global IT support.
Requirements:
The ideal candidate is an experienced IT professional with strong enterprise application support expertise and the ability to manage complex operational environments. You should combine technical knowledge, analytical thinking, and excellent stakeholder management skills. Required qualifications and skills include:
8–10 years of experience in IT service operations, application support, or related IT roles.
Hands-on experience supporting global enterprise environments.
Strong functional support experience with BAAN or Infor LN ERP applications.
Experience supporting business-critical applications across multiple functions.
Proven experience managing incidents, coordinating technical teams, and driving issue resolution.
Strong understanding of IT service management processes and operational governance.
Excellent communication and stakeholder management skills.
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.
Customer-focused mindset with strong ownership and accountability.
Experience collaborating with global teams across different regions.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field preferred.
IT certifications such as ITIL Foundation, CCNA, CompTIA Network+, or equivalent are a plus.
Benefits:
Fully remote working opportunity.
Opportunity to work in a global technology environment supporting enterprise operations.
Exposure to diverse IT functions, business processes, and advanced technology initiatives.
Collaborative culture focused on innovation, learning, and continuous improvement.
Opportunity to work with international teams and expand technical expertise.
Professional growth opportunities through challenging projects and responsibilities.
Inclusive workplace environment that values diverse perspectives and contributions.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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