IT Operations Coordinator

Summary of the Role

An IT Operations Coordinator stands as a vital bridge between the technical and administrative aspects of an organization's IT department. This professional ensures the seamless functioning of IT operations, coordinates projects and resources, manages routine processes, and provides support to the broader IT team. By maintaining effective communication among technical staff, vendors, and business stakeholders, the IT Operations Coordinator helps drive efficiency, uptime, and continual improvement within the company's technology landscape.

Works closely with IT service delivery managers, IT project managers, and Site IT Support engineers; as well as with third-party IT service delivery staff. Coordination includes administrative work as well as work on SAP for Procurement process for IT requirements. The person supports IT Operations Coordination for multiple regions.

Responsibilities

• IT Operations Coordination:
• Coordinate the scheduling, planning, and execution of IT operations and IT projects activities.
• Serve as a liaison between IT support and project teams and vendors, to facilitate effective service delivery.
• Collate operational progress updates.
• Change & Asset Management:
• Coordinate changes to IT infrastructure, software deployments, and system upgrades with minimal disruption.
• Maintain accurate records of IT assets, including hardware inventories, software licenses, and warranties.
• Assist in the procurement and lifecycle management of IT equipment and services.
• Documentation & Reporting:
• Ensure proper documentation of IT operations and IT projects activities.
• Generate regular reports for IT MIS for leadership.
• Maintain key information knowledge bases for IT staff.
• IT Procurement Coordination:
• Coordinate with external vendors and service providers, as necessary.
• Assist in tracking service level agreements (SLAs) and service performance metrics for third-party vendors.
• Assist with vendor selection, contract renewals, and vendor performance evaluations.
• Compliance & Security:
• Support IT operations risk management efforts. Assist with IT audits, IT risk assessments, and mitigation activities.
• Support adherence to IT security policies, data privacy regulations, and industry standards.
• Coordinate with global IT Security team, as necessary.
• Process Improvement:
• Analyze existing IT processes and workflows, identifying opportunities for automation and increased efficiency.
• Develop and implement standard operating procedures (SOPs) and best practices.
• Provide feedback to management on operational bottlenecks and potential solutions.

Educational Qualifications, and Work Experience

• Bachelor's degree; preferred in information systems.
• At least 2 years in IT operations and projects coordination. Overall 5 years in business services.
• Familiarity with IT service management frameworks (e.g., ITIL), IT help desk operations, and IT projects coordination.
• Understanding of IT infrastructure components such as servers, networks, cloud services, and end-user devices.
• Excellent organizational and multitasking abilities.
• Strong verbal and written communication skills.
• Problem-solving mindset with attention to detail.
• Ability to work independently as well as collaboratively in a team environment.
• Knowledge of using SAP as end-user would be desirable.

Key Skills:

• Technical Proficiency: Fundamental IT operations concepts, hardware and software support.
• Project Coordination: Ability to plan, schedule, and track progress on multiple concurrent IT actions.
• Communication: Clear, concise, and professional communication with technical and non-technical stakeholders.
• Time Management: Skilled at prioritizing tasks and managing time effectively in a fast-paced environment.
• Documentation: Strong technical writing and record-keeping skills.
• Service Orientation: Commitment to delivering prompt and effective IT services to business.
• Adaptability: Willingness to learn new technologies and adjust to changing organizational needs.
• Attention to Detail: Careful review of processes, documentation, and system status to ensure accuracy.
• Collaboration: Team player who fosters a cooperative and positive working environment.
• Good to have: Experience of effectively coordinating with third-party staff engaged in IT operations and projects.
• Good to have: Experience in Agile/Scrum (or similar) methodologies.

Operating Environment:

• Primarily office-based, 5 days a week, occasionally remote or hybrid, when required for services.
• Standard business hours with occasional evening or weekend work.
• Interaction with diverse stakeholders in business and IT teams across geographies.

• Have to multi-task in projects and on-going operations.

• Work with ServiceNow ticketing system.

Required Soft Skills:

• Strong written and verbal English skills.
• Strong interpersonal skills.
• Process orientation. Working in self-organized manner, creating or updating processes, procedures, and building the knowledge base as needed.
• Relationship-building skills, including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.