IT Operations Officer - UOD2408

IT Operations Officer

Grade 6 (£31,236- £37,694 per annum)

Full-time (35 hours per week, shift-based)

Typical shifts:

- Early shift: 08:00 - 16:00

- Late shift: 14:00 - 22:00

Participation in rotating shift pattern and paid weekend on-call rota (10:00 - 16:00, 3-week cycle)

The post holder will be required to deliver operational support across multiple University locations, including Dundee City Centre Main Campus, Ninewells Campus, and Kirkcaldy Campus.

The IT Operations Officer will provide operational support across the University's core digital services, ensuring effective monitoring, incident response, and service continuity across network, infrastructure, and cyber systems.

Working as part of the Advanced Computing & Infrastructure (ACI) team within Digital & Technology Services (DTS), the post holder will contribute to the delivery of a multi-service operations function, supporting key University systems including network infrastructure, virtual environments, storage platforms, and end-user services.

The post holder will:

* Monitor network, infrastructure, and security systems

* Respond to incidents and service disruptions

* Provide first and second-line support

* Maintain network and infrastructure equipment

* Configuring and installing hardware and cabling

* Escalate complex issues to specialist and engineer roles

* Support cyber security monitoring and data centre operations

* Maintain accurate incident records

* Participate in on-call rota and support service improvements

Communication

* Communicate effectively with colleagues across DTS and ACI

* Provide clear updates on incidents and service status

* Provide clear handover documentation for shift change

* Support users by providing clear and concise technical guidance

* Work collaboratively with technical specialists and engineers

* Document work carried out when required

Liaison & Networking

* Fellow IT Operations Officers

* IT Operations Specialists

* Network, Infrastructure, and Storage Engineers

* Data Centre Operators

* Cyber Specialists

* Service Desk and user support teams

* End Users where required

* External suppliers where required

Decision Making, Planning and Problem Solving

* Work independently to triage and respond to operational incidents

* Prioritise workload based on service impact and urgency

* Escalate issues appropriately where required

* Apply judgement within established operational processes

Team Development

The post holder will be part of a collaborative IT Operations team and will contribute to knowledge sharing, continuous improvement, and team-based service delivery.

Knowledge and Experience

* Experience of working in an IT support or operations environment

* Understanding of IT infrastructure, networking, or systems administration

* Familiarity with monitoring tools and incident management processes

* Ability to work in a structured operational environment