Officer - IT Operations (Patch Management)

MAIN OBJECTIVE OF ROLE: To perform the patching cycles for Windows and Linux server environments, ensuring server infrastructure are stable, secure, and compliant with relevant standards, and supports 24/7 IT operations. KEY RESPONSIBILITIES:

• Performs scheduled patching of Windows and Linux servers following established maintenance windows and change procedures.
• Utilizes and operates patching tools (e.g., Qualys, Microsoft Endpoint Configuration Manager/SCCM, WSUS, Red Hat Satellite, Ansible, etc.) to deploy patching updates.
• Initiates server reboots post-patching as required and verifies service restoration to confirm full operational availability.
• Monitors patching progress and completion status for all assigned servers ensuring required patches are completed on time.
• Verifies successful application of patches and updates using system tools and logs to confirm deployment integrity.
• Reports any failed patches or installation errors promptly to higher-level support teams for escalation and resolution.
• Maintains accurate records of all patching activities, including server lists, patch versions, and completion times.
• Generates and distributes patch status reports and compliance metrics.
• Updates and follows operational runbooks and procedures for patching tasks.
• Acts as the first point of contact for basic issues arising during or immediately after the patching process.
• Troubleshoots Level 1 errors related to patch deployment (e.g., connectivity issues, service not starting).
• Escalate complex or unresolved issues to higher-level support teams and provides 24x7 support for system-related incidents and problems.
• Implements and enforces security best practices across all system components, working closely with the security team on vulnerability management and remediation, ensuring alignment with vulnerability management, remediation, and compliance standards (e.g., ISO, SOC).
• Collaborates with IT, audit, and compliance teams to ensure alignment with organization policies, regulations & standards.
• Prepares, updates and maintains documentation and artifacts in place required for alignment with organization policies, regulations & standards.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience
• Fluent in English
• A minimum 2 years of experience in a technical support, operations, or server administration role.
• Basic working knowledge of Windows Server (e.g., Server 2016/2019/2022) and Linux (e.g., RHEL, CentOS, Ubuntu) operating systems. Familiarity with the use of standard patching/deployment tools (e.g., Qualys, SCCM, WSUS, yum/apt). Basic ability to use PowerShell for Windows and Bash/Shell commands for Linux to check status and run basic scripts. Experience using an IT Service Management (ITSM) platform (e.g., Symphony AI, ServiceNow, Jira Service Desk) for incident and change management.
• Years with qualifications: 2 - 4 years
• Relevant certifications (e.g., Microsoft Certified: Windows Server Fundamentals) required

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.