IT Operations Supervisor Role Description
Role Purpose
The IT Operations Supervisor serves as the senior member of the IT Operations team responsible for supporting and maintaining the organization's IT infrastructure. This role acts as the primary escalation point for client concerns related to infrastructure services and ensures that IT operations run efficiently, reliably, and in accordance with contractual and service-level agreements.
Role Accountabilities
- Supervise and support the IT infrastructure team to ensure smooth day-to-day operations.
- Monitor and maintain critical IT infrastructure including servers, networks, and cloud services.
- Act as the primary escalation point for infrastructure-related technical issues.
- Ensure IT infrastructure support aligns with contract terms, service-level agreements (SLAs), and company policies.
- Coordinate incident resolution and ensure timely response to technical problems.
- Support and contribute to IT projects assigned by the IT Manager.
- Maintain system performance, security, and availability across the infrastructure environment.
- Ensure proper documentation of systems, processes, and troubleshooting procedures.
Key Qualifications & Skills
- Strong knowledge of Technical Support and IT Infrastructure Management
- Experience in Network and System Administration
- O365 (Microsoft 365) Administration
- AWS (Amazon Web Services) Administration
- Understanding of Cyber Security practices
- Strong customer service orientation
- Excellent English communication skills with the ability to interact with users at all organizational levels
- Self-motivated with a willingness to learn new technologies and IT innovations
Experience Requirements
- Minimum 5 years of experience in Technical Support
- At least 1 year of experience as a System and Network Administrator
