IT Service Operations Specialist

About the Role

We are looking for an experienced IT professional with 8–10 years of experience to join the Global IT team. The role requires a versatile individual capable of supporting multiple business and IT functions across global operations. The candidate will act as a key liaison between business users, IT teams, vendors, and support organizations while ensuring stable application operations, effective incident management, testing coordination, and continuous service improvement.

The ideal candidate should possess strong ERP support experience (preferably BAAN/LN), excellent stakeholder management skills, and the ability to manage multiple responsibilities in a fast-paced global environment

Key Responsibilities

ERP Application Support (BAAN/LN)

• Support business users across Finance, Manufacturing, Procurement, Supply Chain, and Logistics modules as applicable.
• Provide Level 2/Level 3 functional support for BAAN/Infor LN ERP applications.
• Monitor application health, performance and availability to ensure business continuity.
• Coordinate with infrastructure, database and vendors for issue resolution and system maintenance.
• Support application enhancements, upgrades/patches, deployments and configuration changes.
• Perform RCA and recommend preventive measures for recurring issues.
• Maintain application support documentation, KBs and operational procedures.

UAT Coordination & Business Support

• Plan, coordinate and facilitate User Acceptance Testing (UAT) activities.
• Work closely with business to define test scenarios, test data requirements and acceptance criteria.
• Coordinate with business users and project or end-user teams for test execution.
• Track defects, share findings, validate fixes, and support production readiness.
• Ensure timely communication of testing status, risks and issues to stakeholders.

Incident Management & Service Coordination

• Act as Incident Controller during critical and high-priority (P1/P2) incidents.
• Coordinate cross-functional technical teams to restore services within agreed SLAs.
• Drive timely incident resolution and ensure communication with business stakeholders.
• Conduct Root Cause Analysis (RCA) reviews and track corrective actions.

Global IT Operations Support

• Support daily IT operational activities across multiple business functions.
• Monitor service health and application performance.
• Ensure SLA compliance and operational governance.
• Participate in change implementation and production support.
• Facilitate communication across geographically distributed teams.
• Support IT audits and compliance activities.

Basic Qualifications

• Total experience: 8 to 10 years.
• Experience supporting global enterprise environments.
• Excellent communication skills.
• Strong coordination abilities.
• Ownership mindset.
• Analytical problem-solving.
• Ability to manage multiple priorities.
• Customer-focused approach.
• Experience working with global teams.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
• Industry certifications such as CCNA, CompTIA Network+, or equivalent.
• ITIL Foundation Certification (preferred).