Service Operation Team (SOT)

The Service Operation Team (SOT) is responsible for guaranteeing 24/7 availability for incident management and the smooth operation of technical applications.


This team works in a shift operation environment to ensure continuous service delivery and operational excellence.


**Tasks**



- Provide uninterrupted support and response to incidents.
- Operate under a three-shift schedule to maintain constant service availability:

- First Shift: 7:00 AM – 3:00 PM
- Second Shift: 3:00 PM – 11:00 PM
- Third Shift: 11:00 PM – 7:00 AM

- Monitor and manage the performance of technical applications to ensure optimal operation.
- Perform regular system checks (daily/weekly) on console level.
- Analyze incidents and conduct troubleshooting to restore failed IT services as quickly as possible, in compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Execute incident-related Standard Operating Procedures (SOPs) and test these SOPs before handing them over to operations.

**Requirements**

- Very good communication skills
- Negotiation, persuasion and influencing skills
- Conflict resolution
- Problem solving and decision-making
- Deep understanding of technical operations and infrastructure.
- Proactive mindset with strong communication and de-escalation skills. Customer and team-oriented approach.
- In-depth knowledge of operations processes and procedures.
- Ability to quickly assess and act on incident data to support rapid resolution
- Very good interpersonal, verbal communication and writing skills.
- Ability to work in a fast-paced team environment where multi-tasking is common.
- Business English