Senior IT BPO Operations Engineer

Role Purpose

The Senior IT BPO Operations Engineer is responsible for the hands-on delivery, technical oversight, and operational management of IT services across multiple BPO campaigns. This role ensures efficient, secure, and scalable IT support for multi campaigns, each with diverse infrastructures. The role leads the IT Operations team during shifts, manages access, assets, and service delivery, and acts as a key technical escalation point.

Key Responsibilities

IT Operations & Technical Support

• Provide support and administration of Microsoft 365 (O365) services, including Exchange, Teams, SharePoint, OneDrive, and licensing.
• Administer Active Directory (AD), including user provisioning, group policies, access management, and permissions.
• Manage office access, remote desktop services, VPNs, and secure connectivity for multiple campaigns.
• Support cloud platforms, hybrid environments, and campaign-specific infrastructure requirements.
• Monitor system performance, troubleshoot issues, and ensure high availability of IT services.

Multi-Campaign Oversight

• Deliver IT support for multiple campaigns (Finance, IT Technical, and other functions) with varied technical environments.
• Coordinate with campaign leads to understand requirements and ensure IT service alignment.
• Ensure operational coverage across shifts, including overtime management as requested by the business.
• Maintain standards and processes to ensure consistent service delivery across all campaigns.

Team & People Coordination

• Lead, guide, and support a team of IT Technicians (7+) during operational shifts.
• Assign tasks, monitor workloads, and act as first escalation point for operational issues.
• Ensure team compliance with ITSM processes, security protocols, and operational guidelines.

Security, Networking & Compliance

• Apply IT security best practices, including endpoint security, access management, and data protection.
• Support network monitoring, troubleshooting, and coordination with the Senior Network Administrator.
• Ensure compliance with IT policies, governance frameworks, and regulatory requirements.

Reporting & Documentation

• Maintain accurate operational records, including incidents, access logs, and shift reports.
• Provide operational updates and insights to the Senior Network Administrator.
• Document processes, configuration changes, and campaign-specific IT procedures.

Skills & Competencies

Technical Skills

• Strong Knowledge in Microsoft 365 / O365 administration
• Solid experience with Active Directory, IAM, and group policies
• Knowledge of cloud platforms (Azure, Citrix or hybrid) and multi-campaign infrastructures
• Understanding of networking fundamentals (LAN/WAN, VLANs, VPNs, firewall basics)
• Experience in remote desktop environments, endpoint management, and IT security best practices

Leadership & Operational Skills

• Experience coordinating and supporting IT Technicians during shifts
• Ability to manage multi-campaign operational requirements effectively
• Strong problem-solving, troubleshooting, and decision-making skills
• Excellent communication and stakeholder coordination abilities

Qualifications & Experience

• Degree or Diploma in Information Technology, Computer Science, or related field
• 5+ years’ experience in IT Operations or Technical Support
• Proven experience supporting multi-campaign BPO environments
• Experience in team coordination and shift management

Key Success Indicators

• Reliable, secure, and high-performing IT operations across all campaigns
• Effective support coverage, including shifts and overtime coordination
• Strong adherence to ITSM processes and security compliance
• High team performance and operational efficiency

Location

Johannesburg

Published Date

11 May 2026

Closing Date

25 May 2026