[Hiring] IT Operational Support Specialist @System Soft Technologies

Role Description

Our client is seeking experienced IT Operational Support Specialists (L2/L3) to join its IT Mergers & Acquisitions (M&A) Operations team, a globally distributed group responsible for supporting large-scale acquisition integrations. This team plays a critical role in assessing, stabilizing, and integrating IT environments for newly acquired organizations. The role combines hands-on operational support with project-based integration work, ensuring continuity of services from acquisition through full integration into client's enterprise systems.

Client has recently completed acquisitions totaling ~10,000 employees globally, making this a high-impact, fast-paced environment.

Key Responsibilities

• IT Service Operations
  • Provide L2/L3 support across infrastructure, applications, and end-user environments during M&A integration
  • Ensure stability, availability, and continuity of IT services through transition phases
  • Support both on-prem and cloud environments
• Incident & Request Management
  • Own and resolve incidents and service requests via ServiceNow in line with SLAs
  • Perform:
    • Triage & impact assessment
    • Root cause analysis
    • Resolution & escalation
  • Act as a key point of contact during critical incidents, coordinating across global teams
  • Provide hands-on support across:
    • Workstations & endpoints
    • Servers & infrastructure
    • User accounts & access
• M&A Integration Support
  • Support infrastructure migrations and security remediation efforts
  • Assist with operational readiness for major integration milestones
  • Identify recurring/systemic issues and drive improvements
  • Partner with internal teams and vendors across acquired entities
  • Support hardware deployment and supply chain coordination
• Governance & Documentation
  • Maintain and enhance:
    • Runbooks
    • Knowledge articles
    • Operational documentation
  • Ensure accurate ticketing and reporting data
  • Identify trends to inform integration strategy and remediation planning
  • Contribute to M&A operational data repository
• Transition to Steady-State
  • Support handover to client core IT operations, including:
    • Documentation validation
    • Knowledge transfer
    • Post-transition stabilization
• Technical Environment
  • Microsoft ecosystem (M365, Teams, SharePoint, Azure)
  • Enterprise infrastructure:
    • Servers, storage, backup
    • Endpoints and identity management
  • ITSM tools (ServiceNow preferred)
  • Exposure to networking concepts (no deep specialization required)

Qualifications

• 5-8+ years of experience in L2/L3 IT Support
• Experience supporting enterprise environments (5K-10K+ users, global preferred)
• Strong hands-on experience with:
  • End-user support (workstations, identity, M365 tools)
  • Infrastructure (servers, storage, backup, VDI)
  • Microsoft ecosystem (Teams, SharePoint, Azure)
• Experience working in multi-vendor, global IT environments
• Strong communication skills with both technical and non-technical stakeholders
• Ability to manage multiple concurrent projects/issues in a fast-paced setting

Requirements

• Prior experience supporting M&A integrations or IT transformations
• Exposure to both smaller organizations and large enterprise environments
• Experience with:
  • ServiceNow or similar ITSM tools
  • ITIL-based service management
  • Cybersecurity and information security practices
  • Strong documentation skills (Visio diagrams, runbooks, SOPs)

Notes for Recruiters (Important)

• Top priority: Strong communication + adaptability (not just technical depth)
• Must have true L2/L3 hands-on experience (not just ticket routing)
• Look for candidates with:
  • Enterprise/global exposure
  • M&A or integration experience (big plus)
  • Ability to handle fast-changing environments