IT Operations Analyst II
Manage IT operations, ensure service quality, and improve processes.
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Overview
Manage IT operations, ensure service quality, and improve processes.
You have:
- HND/BSc in Computer Science/Engineering, Information Technology, Electrical/Electronic Engineering or any other related course.
- Minimum of 4 years experience in performing similar role in a well-structured environment.
- Professional certification in ITIL V4 Foundation (or higher), CompTIA Network+/A+, Microsoft (MD-102/Endpoint Administrator or AZ-104), Cisco CCNA (network fundamentals) or equivalent vendor certification is required.
- Demonstrate strong troubleshooting and analytical skills; Demonstrate RCA capability.
- Exhibit a customer-service orientation with clear written/verbal communications.
- Possess solid understanding of ITIL processes (Incident, Problem, Change) and SLA.
- Working knowledge of Microsoft client technologies (Windows 10/11), macOS, Mobile Device Management (MDM), and collaboration tools.
- Basic understanding of Layer-3 networking, voice communications, and gender/social inclusion principles in development programming.
- Practical experience with ITSM tools (ticketing, CMDB, change), patching, imaging, and endpoint management.
- Experienced in supporting Layer-2 and Layer-3 networked environments and IP telephony at an operational level.
Position: IT Operations Analyst
Contract: 3-year renewable contract Location: Ibadan
Closing Date: 20 October 2025
DUTIES:
Ø Service Operations (ITIL)
· Own day-to-day Incident & Request Management for assigned service queues; ensure accurate triage, prioritization, and timely resolution within SLA.
· Participate in Problem Management (trend analysis, root-cause analysis, corrective/preventive actions) and track known errors/workarounds.
· Participate in Change Management activities (impact/risk assessment, scheduling, pre/post checks, rollback plans) and present changes to CAB as required.
· Maintain and improve standard operating procedures for repetitive operational tasks
Ø Monitoring, Reliability & Capacity
· Track and report availability, performance, and capacity metrics; recommend scale-up/scale-out or optimization measures.
· Perform health checks (daily/weekly/monthly) on critical services; document and escalate deviations.
Ø End-User Computing & Identity
· Provide L2/L3 support for Windows/macOS endpoints, printing, mobile devices/MDM, and approved software images.
· Administer identity & access operations (provisioning, de-provisioning, group/role changes, periodic access reviews) in coordination with Information Security team.
· Package, test, and deploy patches and updates for endpoints and core services in line with the change calendar.
Ø Core Infrastructure & Network Coordination
· Collaborate with Network/Infrastructure teams on L2 tasks for Wi-Fi, VPN, and PABX/IP telephony.
· Execute routine operational tasks on servers and services (backups/restores, certificate renewals, log rotation, service restarts, DR runbooks) under guidance of Lead, IT Operations & Security Management.
· Ensure stations remain connected to HQ services; provide remote support to Station IT Officers.
Ø Security & Compliance
· Carryout security hardening baselines on endpoints/services; remediate vulnerabilities assigned via scans or advisories.
Ø Stakeholder Management
· Provide clear technical communications to stakeholders and contribute to IT service status updates.
Ø Documentation, Training & Continuous Improvement
· Update knowledge articles for end-users; deliver on the spot user training on call or remotely.
· Contribute to post-incident reviews, lessons learned; and backlog; champion automation/scripting to remove toil.
Ø Perform any other job-related tasks as may be assigned by the supervisor.
Requirements
QUALIFICATION:
HND/BSc in Computer Science/Engineering, Information Technology, Electrical/Electronic Engineering or any other related course. The ideal candidate must have a minimum of (4) years’ experience in performing similar role in a well-structured environment.
Professional certification in ITIL V4 Foundation (or higher), CompTIA Network+/A+, Microsoft (MD- 102/Endpoint Administrator or AZ-104), Cisco CCNA (network fundamentals) or equivalent vendor certification is required.
COMPETENCIES:
The ideal candidate must:
- Demonstrate strong troubleshooting and analytical skills; Demonstrate RCA capability;
- Exhibit a customer-service orientation with clear written/verbal communications
- Possess solid understanding of ITIL processes (Incident, Problem, Change) and SLA
- Have working knowledge of Microsoft client technologies (Windows 10/11), macOS, Mobile Device Management (MDM), and collaboration tools;
- Have basic understanding of Layer-3 networking, voice communications, and gender and social inclusion principles in development programming.
- Have practical experience with ITSM tools (ticketing, CMDB, change), patching, imaging, and endpoint management.
- Be experienced in supporting Layer-2 and Layer-3 networked environments and IP telephony at an operational level.
Benefits
REMUNERATION:
We offer highly competitive salary with equally attractive benefits and excellent working conditions in a pleasant campus environment.
Potential interview questions
| Can you describe a situation where you had to manage a complex incident? | This question assesses your incident management experience and problem-solving skills. | Provide a clear example that highlights your role in managing the incident. |
| How do you prioritize tasks in a service operations environment? | This question evaluates your organizational skills and ability to work under pressure. | Pro members can see the explanation. |
| What ITIL processes are you familiar with, and how have you applied them in your previous roles? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe your experience with troubleshooting end-user computing issues. | Pro members can see the explanation. | Pro members can see the explanation. |
| Give an example of a time when you successfully communicated technical information to non-technical stakeholders. | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you ensure compliance with security policies in your daily operations? | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you discuss a time when you had to implement a change in the IT environment? | Pro members can see the explanation. | Pro members can see the explanation. |
| What role does documentation play in IT operations from your perspective? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 10 months ago
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Updated 10 months ago
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Source:
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