Job Summary: We are seeking a proactive IT Operations Coordinator with experience in infrastructure, incident, network management, and team coordination. Key Highlights: 1. Senior and hands-on operational role 2. End-to-end infrastructure management and incident resolution 3. Team coordination and continuous improvement DESCRIPTION At sg tech, we are looking for an IT Operations Coordinator with a solid track record of at least 5 years to join our dynamic team. If you are a proactive professional with a problem-solving mindset and proven experience in end-to-end management of technological infrastructures, we invite you to be part of our growth. You will be responsible for ensuring daily operational continuity of systems, comprehensively managing service incidents, administering cloud and on-premise infrastructure, guaranteeing network stability and basic operational security, and coordinating a small technical support team. This is a senior and hands-on operational role where your experience will be critical to success. **Key Responsibilities:** * **End-to-End Incident Management:** Lead resolution of Level 1 and Level 2 incidents, ensuring strict adherence to Service Level Agreements (SLA) and optimizing Mean Time to Resolution (MTTR). * **Multi-Cloud Administration:** Oversee and manage multi-cloud environments, ensuring service availability exceeding 99.5%. * **Server Support and Administration:** Provide efficient support and administration for both Windows and Linux servers. * **Network and Connectivity Management:** Ensure proper operation and connectivity of corporate networks. * **Basic Operational Security:** Administer firewalls, rigorously implementing and documenting security rules. * **Help Desk Management:** Supervise help desk operations, ensuring proactive backlog and ticket request management. * **Team Coordination:** Lead and coordinate a technical support team, fostering a collaborative and high-performance environment. * **Documentation and Continuous Improvement:** Create and maintain up-to-date technical documentation, as well as propose and implement continuous improvements to operational processes and systems. **Technical Requirements:** * **Infrastructure and Systems:** * Solid hands-on experience administering Windows Server and Linux. * Knowledge and practical experience in basic Active Directory / Entra ID management. * Fundamental understanding and operational experience in virtualization. * **Multi-Cloud (Operational Level):** * Experience administering VMs and Compute resources. * Knowledge of identity and access management (IAM / RBAC). * Ability to effectively monitor and review logs. * Basic cloud networking fundamentals. * Experience in storage management. * Demonstrable hands-on experience with at least two public cloud providers (AWS, Azure, GCP, etc.). * **Networks and Security:** * Proficiency in network protocols such as TCP/IP, DNS, and concepts including VLAN, VPN. * Experience managing corporate LAN and Wi-Fi networks. * Experience operating next-generation firewalls (NGFW), preferably Fortinet, Cisco, or others. * Experience in basic security patching and access control management. * **Management and Tools:** * Familiarity with frameworks such as ITIL (especially Incident, Problem, and Change Management). * Experience with ITSM tools (e.g., Jira Service Management, ServiceNow). * Experience using monitoring tools (e.g., Zabbix, PRTG, Datadog). * Basic scripting knowledge (PowerShell or Bash) is considered an advantage. **Soft Skills:** * Excellent communication and leadership skills. * Analytical ability and problem-solving capability. * Attention to detail and quality orientation. * Proactivity and autonomy. * Ability to work under pressure and manage multiple tasks simultaneously. * Strong commitment to internal customer service. REQUIREMENTS **Specific Technical Requirements:** * ITIL v4 (Incident, Problem, Change, Configuration/CMDB, Requests); experience or certification must be demonstrated, though certification is not mandatory. * Windows/MacOS/Linux; Microsoft 365/Exchange Online, SharePoint, OneDrive. * AD/Entra ID, GPO, SSO, MFA; endpoint management with Intune (or JAMF). * Networks: TCP/IP, VLAN, VPN, QoS, enterprise Wi-Fi; firewalls (Fortinet/Cisco) and NGFW. * Windows/Linux servers, virtualization (VMware/Hyper-V), Backup/DR. * Monitoring (PRTG/Zabbix/Datadog), ITSM (Jira Service Management, ServiceNow). * Basic scripting (PowerShell/Bash). * Security: EDR, hardening, patch management, anti-phishing, SIEM (fundamental concepts). * Customer service orientation, effective communication, and prioritization. * Cloud infrastructure experience with Google Cloud and Azure minimum; AWS is desirable. **Management and Tools:** * Familiarity with frameworks such as ITIL (especially Incident, Problem, and Change Management). * Experience with ITSM tools (e.g., Jira Service Management, ServiceNow). * Experience using monitoring tools (e.g., Zabbix, PRTG, Datadog). * Basic scripting knowledge (PowerShell or Bash) is considered an advantage. **Soft Skills:** * Excellent communication and leadership skills. * Analytical ability and problem-solving capability. * Attention to detail and quality orientation. * Proactivity and autonomy. * Ability to work under pressure and manage multiple tasks simultaneously. * Strong commitment to internal customer service.