Technology Operations support Engineer

Technical Requirements: –

Technology Operations support Engineers

• Create, log, and track Change Requests (CRs) and Service Requests (SRs) by formally documenting all requests in the designated service management system, ensuring accurate classification, prioritization, and approval. Manage each request throughout its lifecycle—from initiation and impact assessment to implementation, validation, and closure—while maintaining full traceability, compliance with defined processes, and adherence to agreed Service Level Agreements (SLAs).

• Coordinate with internal teams and vendors for execution by acting as the central point of contact to plan, schedule, and align activities across cross-functional internal teams and third-party vendors. Ensure all parties clearly understand the scope, timelines, dependencies, and technical requirements; facilitate approvals and access as needed; track action items; and proactively resolve issues to ensure smooth execution with minimal service impact and full compliance with agreed SLAs and change management processes.

• Monitor progress and ensure timely delivery by continuously tracking milestones, tasks, and dependencies against approved plans and schedules using defined KPIs and service management tools. Identify risks, delays, or deviations early; coordinate corrective actions with relevant teams and vendors; and ensure all deliverables are completed within agreed timelines, quality standards, and Service Level Agreements (SLAs).

• Provide regular updates and escalate issues as needed by delivering timely and structured status reports to stakeholders, covering progress, risks, dependencies, and SLA performance. Proactively identify issues or potential service impacts, assess their severity and business impact, and escalate them through defined governance and escalation paths to ensure prompt resolution and minimal disruption to operations.

• Ensure proper closure and documentation of requests by validating that all Change Requests (CRs) and Service Requests (SRs) have been fully implemented, tested (where applicable), and accepted by relevant stakeholders. Complete and maintain accurate records including approvals, execution details, outcomes, lessons learned, and closure sign-off in the service management system to ensure audit readiness, traceability, and compliance with organizational and regulatory standards.

• Ensure adherence to processes and compliance with SLAs among teams by monitoring all activities against defined workflows, standards, and Service Level Agreements (SLAs). Proactively identify potential process deviations or SLA breaches, coordinate corrective actions with internal teams and vendors, and implement preventive measures to maintain operational consistency, service quality, and accountability across all stakeholders. Regularly review and optimize processes to align with best practices and organizational policies.
• Providing periodic reports by preparing and delivering structured, timely reports that summarize the status of Change Requests (CRs), Service Requests (SRs), ongoing activities, SLA compliance, risks, and escalations. Reports are tailored for different stakeholders, including management, internal teams, and vendors, to provide clear visibility into operational performance, highlight potential issues, and support informed decision-making. Reports are generated using standardized templates and tracking tools to ensure consistency, accuracy, and traceability.

• Communicate with internal and external parties for any planned or unplanned activity by serving as the primary point of contact to ensure all stakeholders are informed about upcoming changes, scheduled maintenance, or unexpected incidents. Provide clear, timely, and structured communication regarding the scope, impact, timelines, and mitigation plans. Facilitate collaboration between internal teams, vendors, and business stakeholders to coordinate actions, minimize service disruptions, and ensure alignment with operational procedures and Service Level Agreements (SLAs).

• Certified in PMP and ITIL by holding recognized credentials in Project Management Professional (PMP) and IT Infrastructure Library (ITIL) frameworks. Leverage PMP methodologies to effectively plan, execute, monitor, and close projects with defined scope, timelines, and resources. Apply ITIL best practices to manage IT services, ensure process compliance, optimize service delivery, and maintain high levels of operational efficiency and SLA adherence. These certifications demonstrate a structured, process-driven approach to both project and service management, ensuring reliability and quality in all technology operations activities.