IT Operations Analyst

About the Organization

We are a technology-driven managed services provider supporting U.S.-based clients through technology, business solutions, and IT operational support. Our growing team works in a professional, collaborative environment with a strong focus on service quality, innovation, and continuous improvement.

Job Details

• Location: Karachi
• Shift: 9:00 PM – 6:00 AM
• Job Type: Full-time | On-site | Night Shift
• Working Days: Monday – Friday
• Experience: 5+ years
• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field

Key Responsibilities

• Maintain and improve IT documentation, SOPs, and knowledge management systems.
• Conduct quality reviews of service desk tickets, incidents, requests, and escalations.
• Monitor SLA compliance, ticket lifecycle, and operational performance metrics.
• Analyze workflows and identify opportunities for process improvement and automation.
• Develop dashboards and reports to support management decisions.
• Track operational performance and recommend improvements in service quality.
• Support service delivery, incident management, and change management activities.
• Ensure compliance with operational standards, governance frameworks, and best practices.

Requirements

• 5+ years of experience in IT Operations, Service Delivery, Quality Assurance, or MSP environments.
• Strong understanding of IT support operations and IT Service Management (ITSM) principles.
• Experience in ticket quality reviews, incident management, and operational processes.
• Hands-on experience with IT documentation tools such as IT Glue, Datto, or similar platforms.
• Strong analytical, reporting, and data interpretation skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience developing SOPs, workflows, and process improvement initiatives.
• Excellent verbal and written English communication skills.
• Strong organizational skills and ability to manage multiple priorities.
• ITIL Foundation Certification is preferred.
• Experience with ticketing systems such as ConnectWise, Autotask, ServiceNow, or similar platforms is preferred.

Why Join Us?

• Opportunity to work with a technology-driven organization supporting U.S.-based clients.
• Exposure to international clients, IT operations, and managed services environments.
• Professional growth and career development opportunities.
• Paid leaves
• Medical coverage
• Complimentary meal
• Collaborative and professional work environment.

Job Type: Full-time

Pay: Rs200,000.00 - Rs300,000.00 per month

Application Question(s):

• What is your current and expected salary
• What is your highest completed educational qualification?
• Do you have excellent verbal and written communication skills in English?
• Please mention your current notice period in days and your earliest possible joining date
• Are you available to work on-site in Karachi from 9:00 PM to 6:00 AM, Monday to Friday?
• How many years of relevant experience do you have in IT Operations, Service Delivery, Quality Assurance, or MSP environments?
• Have you conducted quality reviews of service desk tickets, incidents, requests, or escalations?
• Do you have hands-on experience with IT documentation tools such as IT Glue, Datto, or similar platforms?
• Have you developed SOPs, workflows, dashboards, or operational reports? If yes, please briefly describe.
• Which ticketing or service management systems have you worked with, such as ConnectWise, Autotask, or ServiceNow?
• Do you have experience monitoring SLA compliance, ticket lifecycle management, and operational performance metrics?
• Do you hold an ITIL Foundation Certification or any other relevant certification? If yes, please mention.

Work Location: In person