Senior IT Operations Officer (ITOC)

About the role

CrimsonLogic is hiring a Senior IT Operations Officer for its IT Operations Center (ITOC). The officer provides 24x7 operational support for mission-critical systems and acts as the first point of contact for IT incidents, alerts and service requests, ensuring end-to-end service availability and SLA adherence. The role works on a 12-hour rotating shift covering weekends, public holidays and night shifts, and is an onsite position at the command centre.

Key responsibilities

• Service desk and support: handle user calls, perform first-level troubleshooting and escalate issues
• Incident management: monitor and respond to system, network and application incidents, log and manage incidents and service requests, and coordinate incident calls and communication
• Monitoring and alert management: real-time system monitoring, responding to alerts within SLA and executing recovery via SOPs and runbooks
• Operational and mailbox support: monitor shared mailboxes 24x7 and handle tasks such as SQL scripts and account unlocks
• Data centre and security: assess and endorse access requests
• Structured shift handovers and high-volume operations (calls, incidents, alerts)

Required profile

• Diploma or degree in IT, Computer Science or a related discipline
• 1-3 years in IT support, service desk, NOC or SOC (Level 1); fresh graduates with relevant internship exposure may be considered
• Ability to handle high-volume, real-time operational workload
• Willingness to work 24x7 rotating shifts including nights, weekends and public holidays
• Onsite presence at the command centre; no work-from-home arrangement

Required skills

• Basic knowledge of servers, networks and operating systems
• Familiarity with Windows and Linux environments, SQL and scripting
• Linux command line and VI editor
• Incident handling and alert monitoring experience
• ITIL foundation knowledge preferred; automation or scripting knowledge preferred