IT Operations Support Engineer

About the Role

Join a high-performing, cross-functional team supporting global IT operations. You ll provide 24x7 monitoring, incident response, application support, network operations, and end-user services. This role merges responsibilities from NOC, Application Support, and Service Desk, ensuring operational excellence, compliance, and continuous improvement.

Key Responsibilities

Application & Platform Support

• Provide L1/L2 support for key internal and third-party business applications.
• Act as a liaison between end users and enterprise IT, resolving access/service requests, and usability issues.
• Ensure compliance with enterprise change management processes and maintain supporting documentation.
• Represent Application Support in audit requests and process documentation.

Network Operations (NOC)

• Monitor network, infrastructure, and application alerts using enterprise tools.
• Troubleshoot routers, switches, firewalls, VPNs, and voice infrastructure.
• Support release pipeline activities and change management meetings.
• Document and communicate incident status to leadership.

Service Desk Functions

• Deliver first-contact resolution via phone, email, and ticketing systems.
• Manage user access, password resets, and basic troubleshooting.
• Escalate unresolved issues to L3 teams.
• Maintain documentation and support audit requests.

Incident & Problem Management

• Triage and resolve L1/L2 tickets for network, application, and end-user domains.
• Lead or participate in incident response meetings for major production events, communicating status and impact to leadership.
• Maintain SLA targets.
• Support process improvement and automation initiatives.

Operational Excellence

• Participate in daily stand-ups, and weekly reviews.
• Contribute to continuous improvement and knowledge sharing.

Required Skills & Experience

• 1 4 years in IT support (Service Desk, NOC, Application Support, or similar).
• Experience supporting both internal and vendor applications.
• Experience with ticketing systems