• The Technical Operations Level 2 role provides mid-level technical support, ensuring the smooth operation, maintenance, and optimization of IT systems, infrastructure, and applications. • This position is responsible for troubleshooting complex issues, coordinating with other teams for resolution, and contributing to projects related to system upgrades, migrations, and integrations. • Incident Management: Resolve escalated technical issues from Level 1 support within defined SLAs. Document and track all incidents and resolutions in the ticketing system. • Service Desk Operations: Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues. Collaborate with vendors and third-party providers for complex issue resolution. • System and Application Support: Monitor and maintain IT systems, including servers, networks, and applications. Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant. • Asset Management: Manage hardware and software inventory, ensuring compliance with licensing requirements. Oversee the lifecycle of IT assets, including provisioning, decommissioning, and disposal. • Documentation and Reporting: Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles. Provide performance metrics and reports to management, highlighting key trends and potential risks. • Projects and Continuous Improvement: Participate in IT projects, such as system migrations, upgrades, and implementations. Recommend and implement improvements to existing processes to enhance efficiency and reliability. • Security and Compliance: Support IT security initiatives, including vulnerability assessments, monitoring, and remediation. Ensure adherence to company policies, industry standards, and regulatory compliance.