Hiring Alert – IT Operations Analyst – Karachi
Role: IT Operations Analyst
Industry/Sector: IT Operations / Service Delivery / ITSM
Company: Xper2go
Location: Karachi, On-site
Employment Type: Full-Time
Shift: Night Shift — 9:00 PM – 6:00 AM
Experience Required: 5+ years in IT Operations, Service Delivery, Quality Assurance, or MSP environments
Qualification: Bachelor’s degree in Computer Science, IT, Engineering, or a related field
Key Responsibilities:
• Maintain and improve IT documentation, SOPs, and knowledge management systems.
• Conduct quality reviews of service desk tickets, incidents, requests, and escalations.
• Monitor SLA compliance, ticket lifecycle management, and operational performance metrics.
• Analyze workflows and identify opportunities for process optimization and automation.
• Develop dashboards, reports, and data-driven operational insights for management.
• Track engineer performance and recommend continuous improvement initiatives.
• Support service delivery, change management, and incident management activities.
• Ensure compliance with operational standards, governance frameworks, and best practices.
• Identify operational risks and recommend appropriate mitigation strategies.
• Contribute to continuous service improvement and operational excellence initiatives.
Requirements:
• 5+ years of experience in IT Operations, Service Delivery, Quality Assurance, or MSP environments.
• Strong understanding of IT support operations and IT Service Management (ITSM) principles.
• Experience reviewing service desk tickets, incident management, and operational processes.
• Hands-on experience with IT Glue, Datto, or similar documentation platforms.
• Strong analytical, reporting, and data interpretation skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience developing SOPs, workflows, and process improvement initiatives.
• Strong written and verbal English communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• ITIL Foundation Certification is preferred.
• Experience with ConnectWise, Autotask, ServiceNow, or similar ticketing systems is preferred.