Information Technology Operations Specialist

Job Summary

Aria Holding is a global multinational organization operating across diverse industries. We are seeking a proactive and detail-oriented IT Operations Associate to support and manage day-to-day IT operations.

This role is responsible for ensuring stable, secure, and efficient IT services, covering IT service desk management, asset lifecycle governance, L2 technical support, and IT security coordination. The role also supports ISO 20000 IT Service Management (ITSM) and compliance initiatives.

Key Responsibilities

1. IT Service Desk & ITSM Management

• Manage and govern ITSM tool operations (Freshservice preferred)
• Supervise service desk team and daily operations
• Enforce ITSM processes: Incident, Problem, Change, Knowledge Management
• Ensure SLA compliance for all tickets and requests
• Monitor backlog and resolution timelines
• Maintain service request catalog governance
• Generate periodic performance reports (weekly/monthly)

2. IT Asset Management

• Maintain centralized IT asset register (hardware, software, licenses)
• Track asset lifecycle: procurement allocation transfer disposal
• Ensure asset tagging, documentation, and reconciliation
• Conduct quarterly audits and resolve discrepancies
• Manage software licensing and renewals
• Handle warranty tracking and vendor coordination

3. Technical Support & Infrastructure

• Provide L2 support for:
• End-user devices (laptops, desktops, mobiles)
• LAN/Wi-Fi connectivity
• Printers and peripherals
• Microsoft 365 (basic admin tasks)
• Active Directory & NAS systems
• Coordinate with vendors for telecom and infrastructure issues
• Ensure minimal downtime and proper escalation

4. Information Security Support

• Coordinate with Information Security Analyst
• Ensure vulnerability remediation and audit closure
• Manage access reviews and privileged accounts
• Monitor security compliance and policy adherence
• Ensure MFA implementation and endpoint security coverage
• Support ISO 27001 readiness

5. IT Governance & ISO 20000 Compliance

• Support ISO 20000 implementation and maintenance
• Maintain ITSM documentation
• Track service KPIs and performance metrics
• Participate in audits (internal & external)
• Drive Continuous Service Improvement (CSI) initiatives

Key KPIs

Service Delivery

• SLA Compliance > 95%
• First Contact Resolution > 70%
• Customer Satisfaction > 95%

Asset Management

• Asset Accuracy > 98%
• Audit Completion = 100%

Technical Operations

• Device Uptime > 99%
• L2 Resolution within SLA > 95%

Security & Compliance

• Vulnerability Fix Rate > 95%
• Access Review Completion = 100%
• Zero major audit issues

Process & Governance

• ISO Documentation Compliance > 95%
• Audit Closure within 30 days > 95%
• Minimum 2 CSI initiatives per quarter

Qualifications & Skills

Education & Experience

• Bachelors degree in IT / Computer Science or related field
• 35 years of experience in IT Operations / ITSM

Technical Skills

• Experience with ITSM tools (Freshservice preferred)
• Strong knowledge of IT Asset Management lifecycle
• Microsoft 365 administration
• Basic Active Directory knowledge
• Understanding of ISO 20000 (mandatory)
• Basic ISO 27001 knowledge (preferred)

Certifications (Preferred)

• ITIL v4 Foundation
• ISO 20000 Internal Auditor
• Microsoft 365 Fundamentals

Core Competencies

• Strong operational and governance mindset
• Problem-solving and analytical skills
• Ownership and accountability
• Team management capability
• Excellent communication and documentation skills
• Customer-focused and collaborative approach