IT Operations Engineer – Teknosys – Jazz Pakistan

Location: Islamabad / Rawalpindi
Grade Level: L1

About the Role

Teknosys is seeking a proactive and customer-focused IT Operations Engineer to join our Application & Operations Support team. In this role, you will ensure the stability, performance, and availability of business-critical systems and applications. You will troubleshoot incidents, resolve technical issues, and collaborate with cross-functional teams to maintain seamless service delivery.

This role involves participation in rotational shifts and on-call schedules to provide 24/7 production support, ensuring high system uptime and adherence to SLAs.

Key Responsibilities

Technical & Application Support

• Provide L1/L2 support for enterprise systems and customer-facing applications.

• Troubleshoot and resolve application, hardware, and infrastructure issues promptly.

• Ensure maximum system uptime and service reliability.

Incident & Problem Management

• Monitor production environments and respond to alerts/incidents.

• Conduct Root Cause Analysis (RCA) for recurring issues and implement preventive measures.

• Escalate complex issues while maintaining end-to-end ownership.

System Monitoring & Operations

• Use tools like Nagios, Zabbix, Datadog, or similar to track system health.

• Identify risks, bottlenecks, and performance issues proactively.

• Support deployments, releases, and operational maintenance activities.

Collaboration & Continuous Improvement

• Work closely with development, networking, and system teams to resolve issues.

• Recommend process improvements to enhance system stability and efficiency.

• Contribute to automation and operational excellence initiatives.

Documentation & Knowledge Management

• Maintain and update knowledge base articles, runbooks, SOPs, and troubleshooting guides.

• Document incidents, resolutions, and lessons learned for future reference.

Shift & On-Call Coverage

• Participate in rotational shifts, weekend coverage, and on-call support.

• Ensure production incidents are resolved within defined SLAs.

Tools & Innovation (Preferred)

• Familiarity with AI-powered code assistants, automated testing, or AI-driven DevSecOps tools is a plus.

Requirements

• Bachelor’s degree in Computer Science, IT, or related field

• 0–2 years of experience in application support, technical support, or system administration

• Experience supporting production environments and managing live incidents

• Operating Systems: Linux, Windows Server

• Monitoring Tools: Nagios, Zabbix, Datadog, or similar

• Basic Networking concepts: TCP/IP, DNS, Firewalls

• Basic knowledge of Cloud Platforms (AWS, Azure, or Google Cloud) preferred

• Understanding of incident management, SLAs, ITIL practices

• Strong analytical and troubleshooting skills

• Excellent communication and stakeholder management

• Ability to manage multiple incidents simultaneously

• Team-oriented with cross-functional collaboration

• Proactive, ownership-driven attitude

• Flexibility to work shifts and support 24/7 operations

Why Join Teknosys?

At Teknosys, you’ll be part of Pakistan’s digital transformation journey, working on AI, Data, IT, and Managed Services. Collaborate with top industry minds, partner with global leaders, and contribute to solutions that define the future of digital in the region.

Join a fast-growing, innovation-driven company where your impact fuels growth, customer success, and leadership opportunities.