Role Summary

The IT Operations Engineer runs day-to-day IT operations and escalations, ensuring reliable service delivery across end-user, server, cloud, and network environments. This role coordinates Tech-Ops activities (Level 2/3), drives incident/problem management, and partners with cross-functional teams to improve stability, security, and user experience.

Key Responsibilities

• Level 2/3 service delivery
  • Organize and deliver the work as a member of the Tech-Ops team providing Level 2 and/or Level 3 support.
  • Complete assigned tasks and monitor SLA compliance and incident priorities.
  • Support escalation and resolution of critical incidents; escalate to appropriate support levels as required.
  • Ensure high-quality service delivery and monitor user satisfaction.
  • Provide mentorship, coaching, and training; support professional development.
• Incident, problem & operational excellence
  • Monitor ticket resolution, analyze recurring issues, and propose improvements.
  • Perform incident analysis and root cause investigations to ensure long-term stability.
  • Deliver proactive monitoring and alerting for systems and services.
  • Prepare regular KPI and SLA reports; analyze incident trends and recommend proactive measures.
• Technical operations & troubleshooting
  • Provide advanced technical support for hardware, software, and network issues (Windows, mobile devices, etc.).
  • Monitor, maintain, and optimize on-premises and cloud-based servers (Windows/Linux) and virtualization platforms (VMware, Hyper-V).
  • Support cloud environments (Azure, Google Cloud).
  • Develop and maintain automation scripts (PowerShell; Bash as applicable).
  • Configure and manage access policies and user accounts (Active Directory, Microsoft 365, IAM tools); support provisioning/deprovisioning.
  • Administer backup solutions and support disaster recovery planning (e.g., Veeam).
  • Manage and troubleshoot networking hardware (e.g., Cisco) and core networking services (DNS, DHCP, VPN, firewalls).
• Process, documentation & stakeholder collaboration
  • Work with ticketing and ITSM tools (ServiceNow); maintain accurate incident/problem/change records.
  • Maintain and update technical documentation, knowledge base articles, and user guides to a high standard.
  • Coordinate with system administrators, developers, security teams, and other departments.
  • Participate in IT service implementation projects, audits, and compliance activities.
• Security & compliance
  • Ensure adherence to Deloitte security policies and procedures, including relevant standards (e.g., ISO 27001, ISO 27701).

Qualifications

• Education: Higher education in a technical field (e.g., IT, computer science, engineering).
• Experience: 3+ years in IT Operations / IT Ops Lead or similar role; experience in distributed infrastructures and/or large enterprise environments; demonstrable experience managing or leading a technical support team.
• ITSM / Process: Strong understanding of ITIL (or similar) including incident, problem, and change management; experience with ticketing/ITSM tools (ServiceNow; Jira is a plus).
• Systems: Strong knowledge of Windows Server and Linux (e.g., Ubuntu, RHEL); Microsoft 365 administration; Active Directory.
• Cloud & virtualization: Hands-on experience with VMware/Hyper-V; cloud services exposure (Azure and/or Google Cloud preferred).
• Networking: Solid understanding of TCP/IP, DNS, DHCP, VPN, firewall, NAT, VLAN; experience with networking hardware (e.g., Cisco).
• Automation: Scripting for task automation (PowerShell; Bash as applicable).
• Operations tooling: Experience with monitoring systems; backup/DR tooling (e.g., Veeam); patch management and endpoint protection practices.
• Certifications (preferred): ITIL; Microsoft; Cisco; CompTIA; VMware; or other relevant certifications.
• Languages: English, Russian.

Core Competencies

• Professional, calm mindset with the ability to inspire, organize, and develop team members.
• Strong prioritization, delegation, and time management in a fast-paced environment.
• Clear, professional communication with users, technical teams, and management.
• Analytical, structured troubleshooting and root-cause approach.
• Composure under pressure and ability to make decisions during critical incidents.