IT Operator

About the Role

We are seeking a responsible and detail-oriented Managed Service Operator to support daily managed service operations and ensure all services run smoothly in accordance with agreed service levels. The Operator will be responsible for monitoring systems, handling operational requests, escalating incidents, maintaining accurate records, and coordinating with internal teams or clients. This role requires discipline, accuracy, responsiveness, and the ability to work efficiently in a shift-based environment.

Key Responsibilities

• Monitor daily managed service operations, systems, and service performance.

• Perform monitoring activities for ATM, EDC, MBS, CMSIB, and Direct Debit services.

• Handle operational requests, incidents, and service tickets in accordance with SLA.

• Perform first-level troubleshooting and escalate unresolved issues to related teams.

• Input, update, and maintain operational logs, reports, and documentation accurately.

• Coordinate with internal departments, vendors, and clients regarding service issues and updates.

• Monitor task progress and ensure all activities are completed on time.

• Prepare daily, weekly, and monthly service reports.

• Ensure system availability and promptly report any abnormalities.

• Support continuous improvement initiatives to enhance operational efficiency and service quality.

• Ensure compliance with company policies, procedures, and security standards.