JOB PURPOSE:
The IT Operations Administrator is responsible for ensuring the efficient operation of Buna’s ITSM and monitoring tools. This role is responsible for executing the maintenance, support, and optimization of ITSM and monitoring systems to maintain high performance and security, directly contributing to the operational readiness and stability of IT services. He shall also participate in assisting the IT Operations team to ensure the reliability of IT infrastructure supporting Buna’s payment platforms through Buna’s ITSM processes.
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Roles and Responsibilities
Systems Maintenance and Support
- Develop and implement annual IT maintenance plans for ITSM and monitoring tools.
- Manage, maintain, provision, and monitor production environments.
- Ensure high system availability to meet operational needs.
- Coordinate with Network, Security, and Application teams on structured change management.
- Support ITIL processes (Incident, Problem, Change, Configuration, Service Level, etc.).
- Assist in managing and enforcing SLAs with vendors and service providers.
- Support smooth handover of new services into IT Operations.
- Track software licenses and hardware inventory; initiate corrective actions when needed.
- Maintain detailed asset inventory for informed IT asset decisions.
- Provide technical and administrative support for ITSM tools (ITSM, CSM, ITOM, etc.).
- Ensure 24x7 availability and responsiveness.
Incident and Problem Management
- Follow established procedures for incident response and resolution.
- Monitor and alert on system issues for early detection.
- Analyze incident trends and recommend preventive actions.
- Manage backups and ensure reliable system recovery.
Performance Monitoring and Optimization
- Implement and manage monitoring tools proactively.
- Track system performance and ensure SLA compliance.
- Optimize system performance through continuous tuning and improvements.
Security and Compliance
- Ensure compliance with security policies and industry standards.
- Work with security teams to address vulnerabilities and apply best practices.
Business Process Management
- Identify and support continuous improvement initiatives.
- Ensure adherence to policies and procedures in daily operations.
- Recommend enhancements to processes and operational manuals.
Stakeholder Management
- Collaborate with internal teams and external vendors to meet KPIs and SLAs.
- Stay informed about market trends, regulations, and opportunities to enhance stakeholder engagement.
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Job Qualifications and Requirements
- Advanced administration and operational support skills in Linux and Windows Server environments within production settings.
- 2–4 years of experience with ITIL framework and tools such as ManageEngine and Zabbix.
- Strong expertise in ManageEngine configuration and administration (mandatory).
- Working knowledge of MySQL databases and SQL commands.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ITIL certification preferred.
- Fluency in English and Arabic.
- French language skills are an added advantage.