Senior IT System Operation Analyst

Job Purpose

The job holder is responsible for leading and maintaining IT systems operations to ensure stability, security, and high performance. This includes managing configurations, resolving incidents, and supporting business continuity through proactive monitoring, troubleshooting, and alignment with IT governance standards.

Key Roles and Responsibilities

• Ensure work is performed based on approved policies, processes, procedures and instructions.
• Identify opportunities for continuous improvement of the systems, practices, cost ‎optimization, and productivity & efficiency improvement.
• Ensures compliance with all applicable laws, rules, regulations, and standards within WTCO and related functions such as but not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
• Lead the execution of operational activities in alignment with annual business strategies, organizational goals, and established IT policies, procedures, and standards.
• Liaise proactively with IT Project Managers to drive operations-focused initiatives across the entire network lifecycle, including concept, design, testing, release, and post-deployment support.
• Oversee and validate the implementation of software, hardware, and operating system installations, configurations, and upgrades to ensure system integrity and alignment with business needs.
• Engage and coordinate with external vendors to resolve complex technical issues, manage defect resolution, and support department-level requirements for data backups and recovery.
• Drive the delivery of high-quality IT services by enforcing ITIL-based service management practices and ensuring SLA compliance.
• Formulate and implement robust strategies to maintain business continuity and minimize operational disruption during critical incidents.
• Lead testing efforts across system components and ensure smooth handover from development to operational environments.
• Conduct in-depth system health assessments and continuous performance optimization to maintain network reliability and operational excellence.

Key Roles and Responsibilities 2

• Monitor and analyze the performance of enterprise systems and applications against defined KPIs to detect anomalies and mitigate operational risks.
• Review and act upon system connectivity logs, alerts, and operating system version updates to ensure ongoing system availability and compliance.
• Authorize and supervise the implementation of approved system modifications, ensuring minimal disruption and risk.
• Deliver expert-level support for critical incidents and systemic faults through advanced troubleshooting to ensure high availability and reliability of infrastructure.
• Administer and audit system access controls and user privilege settings to uphold system security and data integrity.
• Resolve high-priority escalated tickets by diagnosing root causes and deploying corrective actions within targeted response times.
• Lead root cause analysis for recurring issues and recommend preventative measures to reduce incident frequency and impact.
• Develop and enforce business continuity and disaster recovery frameworks that address operational vulnerabilities and ensure rapid service restoration.
• Steer the design and testing of backup and recovery protocols to safeguard against data loss and ensure operational resilience.
• Validate recovery procedures and oversee redundancy strategies to guarantee system availability under failure scenarios.
• Contribute strategic insights to performance reports and operational reviews to support executive decision-making and continuous improvement.

Key Roles and Responsibilities 3

Education Requirements

Experience Requirements

Key Communications

Internal Stakeholders

• All Departments

External Stakeholders

• Consultants
• Vendors / Suppliers/ Services Providers
• Government Entities

Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all responsibilities, duties, and skills required for the position. Accordingly, there is no way this Job Description states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties.