IT Service & Operations Specialist Responsibilities

TCM Bilisim ve Danismanlik Hizmetleri; Fatih; On-site; TRY 180,000 - 240,000; Full time

Job summary

TCM Bilisim ve Danismanlik Hizmetleri seeks an IT Service & Operations Specialist to own and improve operational stability of critical IT services. You will lead incident resolution, drive proactive problem management, and orchestrate safe changes across network, cloud, and on-site infrastructure.

The role requires strong English and experience with monitoring, RCA, and automation to enhance reliability and efficiency. Collaboration with vendors and internal teams is essential.

Qualifications

• Advanced incident management and technical leadership during major incidents.
• Strong problem identification and RCA capabilities.
• Experience with change and release management.
• Proficiency in monitoring, metrics, and dashboards.
• Experience spanning network, firewall, SD-WAN, server, cloud and site operations.
• Familiarity with backup, recovery, and DR testing.
• Automation or scripting to improve efficiency.
• Coaching and mentoring junior specialists.
• Vendor and stakeholder collaboration during incidents and changes.
• Strong English language skills.

Responsibilities

• Resolve complex and high-impact incidents; lead Major Incidents during Operations Lead coordination.
• Analyze incident trends, logs, and monitoring data to identify potential problems.
• Lead or significantly contribute to RCA activities and propose permanent corrective actions.
• Execute and validate changes/releases; ensure rollback readiness and post-implementation verification.
• Fine-tune monitoring thresholds, alerts, and dashboards to improve proactive detection and reduce noise.
• Provide senior-level support across network, firewall, SD-WAN, server, cloud, and site operations.
• Perform restore tests, support DR exercises, and validate operational readiness of backup solutions.
• Identify and implement automation or scripting opportunities to improve efficiency.
• Support and mentor junior specialists; share operational knowledge and best practices.
• Act as technical focal point with vendors and internal teams during incidents, maintenance, and improvements.
• Provide expert input into SLA, availability, incident, and problem reports; highlight operational risks and improvement areas.

Skills

Incident management

Problem management

Change management

Monitoring & dashboards

Automation

Mentoring

Vendor collaboration

English proficiency

SQL familiarity

Tools

SQL databases

Job description

We are seeking an IT Service & Operations Specialist for our client, which operates within a corporate structure.

Accountabilities

Advanced Operational Service Ownership: Accountable for stability and operational performance of assigned critical IT services and infrastructure components.

Incident Resolution & Escalation Quality: Accountable for resolving complex incidents, leading technical troubleshooting, and ensuring timely escalation when required.

Problem Management Contribution: Accountable for high-quality technical input to root cause analysis and reduction of recurring incidents.

Change Execution Reliability: Accountable for safe and compliant implementation of approved changes with minimal service disruption.

Operational Standards & Best Practices: Accountable for adherence to ITIL processes, operational policies, and security requirements.

Knowledge & Documentation Quality: Accountable for accuracy and maturity of runbooks, SOPs, and operational knowledge assets.

Responsibilities

Advanced Incident Management: Resolve complex and high-impact incidents; act as technical lead during Major Incidents under Operations Lead coordination.

Proactive Problem Identification: Analyze incident trends, logs, and monitoring data to identify potential problems and improvement opportunities.

Root Cause Analysis Leadership: Lead or significantly contribute to RCA activities and propose permanent corrective actions.

Change & Release Implementation: Execute and validate changes/releases; ensure rollback readiness and post-implementation verification.

Monitoring & Event Optimization: Fine-tune monitoring thresholds, alerts, and dashboards to improve proactive detection and reduce noise.

Infrastructure Operations Expertise: Provide senior-level support across network, firewall, SD-WAN, server, cloud, and site operations.

Backup, Recovery & DR Support: Perform restore tests, support DR exercises, and validate operational readiness of backup solutions.

Automation & Operational Improvement: Identify and implement automation or scripting opportunities to improve efficiency and reliability.

Operational Coaching & Mentoring: Support and mentor junior specialists; share operational knowledge and best practices.

Vendor & Stakeholder Collaboration: Act as technical focal point with vendors and internal teams during incidents, maintenance, and improvements.

Service Reporting & Input: Provide expert input into SLA, availability, incident, and problem reports; highlight operational risks and improvement areas.

Having an advanced level of English

Preferably familiar with using SQL databases