Information Technology Operations Specialist

Job Summary

Aria Holding is a global, multi-industry organization seeking a skilled IT Operations Associate to ensure stable, secure, and efficient day-to-day IT operations across all business units.

This role is responsible for IT service management, asset lifecycle governance, L2 technical support, and information security coordination, while also supporting ISO 20000 ITSM compliance initiatives. The ideal candidate will play a critical role in maintaining service quality, operational governance, and infrastructure reliability.

Key Responsibilities

1. IT Service Desk & ITSM Governance

• Manage and oversee ITSM tool operations (Freshservice preferred)
• Supervise Service Desk activities and ensure smooth ticket handling
• Enforce ITIL-based processes: Incident, Problem, Change, and Knowledge Management
• Ensure SLA adherence and monitor ticket resolution timelines
• Maintain service request catalog and governance standards
• Generate periodic service performance reports

2. IT Asset Management & Lifecycle

• Maintain centralized IT asset register (hardware, software, licenses)
• Track asset lifecycle: procurement, allocation, transfer, and disposal
• Conduct asset tagging, documentation, and reconciliation
• Perform quarterly audits and resolve discrepancies
• Manage license compliance, renewals, and vendor coordination
• Track warranties and ensure timely support

3. Technical Support & Infrastructure Operations

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

4. Information Security Support

• Coordinate with Information Security teams for operational activities
• Support vulnerability remediation and audit findings closure
• Perform access reviews and privileged account monitoring
• Ensure MFA enforcement and endpoint protection compliance
• Support ISO 27001 readiness and security policy enforcement

5. ISO 20000 ITSM Compliance & Governance

• Support implementation and maintenance of ISO 20000 standards
• Maintain ITSM documentation and process compliance
• Participate in audits and ensure timely closure of findings
• Drive Continuous Service Improvement (CSI) initiatives
• Maintain service improvement registers and performance metrics

Key Performance Indicators (KPIs)

Service Delivery

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

Asset Management

• Asset Register Accuracy > 98%
• Quarterly Reconciliation Completion = 100%

Technical Operations

• End-user Device Uptime > 99%
• L2 Issue Resolution within SLA > 95%

Security & Compliance

• Vulnerability Remediation within SLA > 95%
• Access Review Completion = 100%
• Zero major audit non-conformities

Process Governance

• ISO 20000 Documentation Compliance > 95%
• Audit Findings Closure within 30 days > 95%
• Minimum 2 CSI initiatives per quarter

Qualifications & Skills

Education

• Bachelor’s degree in Computer Science, IT, or related field

Experience

• 3–5 years in IT Operations / IT Service Management

Technical Skills

• Experience with ITSM tools (Freshservice preferred)
• Strong knowledge of IT Asset Management lifecycle
• Microsoft 365 administration (user management)
• Basic Active Directory and network troubleshooting
• Understanding of endpoint management and infrastructure support

Compliance & Framework Knowledge

• Knowledge of ISO 20000 (mandatory)
• Basic understanding of ISO 27001 controls (preferred)
• Familiarity with ITIL processes

Certifications (Preferred)

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

Key Competencies

• Strong problem-solving and analytical skills
• Attention to detail and governance mindset
• Ownership and accountability
• Ability to manage and supervise teams
• Excellent communication and documentation skills
• Customer-focused and collaborative approach