IT Service Operations Specialist - jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Service Operations Specialist based in India.

This role offers the opportunity to support global IT operations by ensuring the stability, performance, and continuous improvement of enterprise applications and services. You will act as a key connection point between business users, technical teams, vendors, and support functions to deliver reliable IT solutions. The position combines application support, incident management, testing coordination, and operational governance within a dynamic technology environment. You will contribute to resolving complex challenges, improving service quality, and maintaining business continuity across global operations. This opportunity is ideal for experienced IT professionals with strong ERP support knowledge, stakeholder management abilities, and a proactive approach to problem-solving. Working remotely, you will collaborate with distributed teams and help drive efficient, customer-focused IT service delivery.

Accountabilities:

As an IT Service Operations Specialist, you will be responsible for supporting enterprise applications, coordinating operational activities, and ensuring effective service delivery across global teams. You will manage incidents, support business processes, and contribute to continuous improvements while maintaining strong communication with stakeholders. Key responsibilities include:

• Provide Level 2 and Level 3 functional support for ERP applications, preferably BAAN/Infor LN environments.
• Support business users across Finance, Manufacturing, Procurement, Supply Chain, and Logistics functions.
• Monitor application performance, availability, and overall system health to ensure business continuity.
• Coordinate with infrastructure, database, and external vendor teams to resolve technical and functional issues.
• Support application enhancements, upgrades, patches, deployments, and configuration changes.
• Perform root cause analysis (RCA) and recommend preventive actions for recurring issues.
• Maintain application documentation, knowledge bases, and operational procedures.
• Plan and coordinate User Acceptance Testing (UAT), including test scenarios, data preparation, and acceptance criteria.
• Track testing progress, manage defects, validate fixes, and support production readiness activities.
• Act as an Incident Controller for critical P1/P2 incidents, coordinating cross-functional teams toward timely resolution.
• Drive incident communication, escalation processes, and service restoration within agreed SLAs.
• Conduct post-incident reviews and monitor corrective actions.
• Support daily IT operations, change management activities, compliance requirements, and service governance.