IT Operations Support Specialist,34714
Location: Chennai (Onsite)
Employment Type: Full-Time
Experience Required: 5+ Years
Role Overview
We are looking for an experienced
IT Operations Support Specialist to manage, support, and continuously improve enterprise collaboration and IT service offerings. This role requires strong technical troubleshooting skills, operational excellence, and the ability to collaborate across multiple teams to ensure seamless service delivery and high customer satisfaction.
Key Responsibilities
Technical Troubleshooting & Problem Resolution
- Diagnose and resolve complex operational issues across enterprise collaboration tools such as Microsoft Teams, Miro, Slido, and similar platforms.
- Perform root cause analysis and implement long-term fixes to prevent recurring issues.
Incident, Request & Problem Management
- Manage incidents, service requests, and problems using IT service management tools (e.g., ServiceNow or equivalent).
- Prioritize, track, and escalate issues appropriately to ensure timely resolution and minimal business impact.
Cross-Functional Collaboration
- Work closely with internal teams, external partners, and vendors to resolve issues and drive service improvements.
- Communicate effectively with both technical and non-technical stakeholders to align on solutions and expectations.
Agile & Workflow Management
- Apply Agile methodologies (Scrum, Kanban) to manage operational workflows and continuous improvements.
- Use tools like JIRA or similar platforms to track tasks, manage backlogs, and monitor progress.
Customer-Centric Service Delivery
- Understand customer needs and validate solutions to ensure they meet business and operational requirements.
- Gather feedback and translate it into actionable enhancements to improve service quality.
Service Vision & Roadmap Contribution
- Contribute to defining and refining the vision and roadmap for IT service offerings.
- Ensure alignment between business goals and service enhancements to deliver measurable value.
Automation & Integration
- Review, recommend, and support automation solutions using tools such as Microsoft Power Automate or Power Platform.
- Collaborate with stakeholders to define and implement integration requirements.
Operational Excellence
- Manage multiple assignments and stakeholders while maintaining service quality and meeting priorities.
- Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
Data Analysis & Reporting
- Collect and analyze operational metrics to track performance and identify improvement areas.
- Prepare clear, actionable reports to support data-driven decision-making.
Security & Risk Awareness
- Follow security best practices and understand enterprise risk considerations related to collaboration platforms and IT services.
Required Skills & Experience
- 5+ years of experience in IT Operations Support or a similar role.
- Strong experience with ITSM tools (e.g., ServiceNow).
- Hands-on exposure to collaboration platforms and automation tools.
- Working knowledge of Agile methodologies and project tracking tools.
- Excellent problem-solving, communication, and stakeholder management skills.
Ideal Candidate Profile
This role is ideal for professionals who thrive in fast-paced environments, enjoy solving complex technical challenges, and excel at collaborating across teams to deliver reliable, high-quality IT services.
Skills: scrum,agile,itsm,it operations,servicenow,kanban,jira
