About SD Worx

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our purpose is to bring people solutions to life, enabling organisations of all sizes to turn Human Resources into a source of value for both the business and its people.

Our people solutions cover the entire employee journey – from getting people paid to attracting, rewarding and developing talent.

Overview

The IT Operations Analyst is responsible for monitoring and supporting business-critical services and operational workloads across enterprise platforms.

The role focuses on operational monitoring, incident management, troubleshooting, service restoration, and batch operations support within a 24x7 operational environment. Working closely with technical and support teams, the IT Operations Analyst helps maintain service stability, support business continuity, and contribute to the ongoing improvement of operational processes, documentation, and service quality.

This role supports operational services across Windows and Mainframe environments. While prior Mainframe experience is beneficial, a strong willingness and ability to learn Mainframe operations, batch processing concepts, and associated enterprise tooling is fundamental.

Key Responsibilities

Operations & Support

• Monitor business-critical services, infrastructure, applications, and operational workloads.

• Investigate and respond to operational alerts, exceptions, and service disruptions.

• Perform routine operational activities in accordance with documented procedures.

• Escalate issues when required to support service availability and continuity.

• Support 24x7 operations through rotating shifts, including weekends and public holidays.

Incident Management & Recovery

• Respond to incidents and service interruptions in a timely manner.

• Perform initial diagnosis, troubleshooting, and impact assessment.

• Execute approved recovery procedures to restore services.

• Maintain accurate incident records and operational updates.

• Participate in service restoration activities during major incidents.

Batch & Workload Operations

• Monitor scheduled batch workloads and automated operational processes.

• Investigate processing failures, workflow interruptions, and operational exceptions.

• Execute documented restart and recovery procedures.

• Support the successful completion of operational processing cycles.

• Work with supporting teams to resolve issues impacting workload execution.

• Support operational services running within Mainframe environments and develop knowledge of

associated processes and tools.

Operational Excellence

• Maintain operational documentation and shift handover records.

• Follow operational standards, controls, and compliance requirements.

• Contribute practical ideas that improve operational efficiency, reliability, and service quality.

• Share knowledge and support operational best practices within the team.

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.

• 3-5 years' experience in IT Operations, Monitoring Operations, Production Support, Application

Support, Infrastructure Support, Service Desk, or a similar operational environment.

Required Skills

• Strong incident management and troubleshooting skills.

• Strong analytical and problem-solving abilities.

• Experience working with monitoring, support, or service management processes.

• Experience using ticketing or service management tools.

• Ability to navigate and perform operational troubleshooting within Windows Server environments.

• Experience investigating application, service, performance, or availability issues within production

environments.

• Ability to prioritise effectively and make sound decisions under pressure.

• Strong verbal and written communication skills.

• Demonstrated learning agility and willingness to learn new technologies, platforms, and operational

processes.

• Strong attention to detail, accountability, and ownership.

• Ability to work effectively within a shift-based operational environment.

Nice to Have Skills

• Experience supporting enterprise production environments.

• Exposure to batch processing, workload scheduling, or operational automation.

• Familiarity with monitoring tools such as SCOM, HostMonitor, or similar monitoring platforms.

• Familiarity with scheduling and automation platforms such as Control-M, IBM Workload Automation,

or similar solutions.

• Exposure to Mainframe environments and operational processes.

• Knowledge of file transfer processes, including FTP and SFTP.

• Basic SQL knowledge.

Key Behaviours

• Customer and service-oriented mindset.

• Strong ownership and accountability.

• Curious, adaptable, and eager to learn.

• Calm and resilient during incidents.

• Collaborative and supportive team player.

• Proactive approach to problem solving.

• Commitment to delivering reliable, high-quality operational support.

Why Join Us

You will be part of a team responsible for supporting critical operational services that underpin business processes across the organisation. This role offers the opportunity to develop expertise in enterprise operations, batch processing, incident management, and Mainframe environments while working alongside experienced technical and operational teams.

What do we have to offer?

• Leaves: the types of leave granted from day 1 (annual leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Salary range information will be shared with candidates during the initial interaction with the Talent Acquisition team, either by phone or email.

SD Worx values diversity and inclusion in the workplace. We welcome applications from all qualified candidates regardless of origin, nationality, gender, gender identity, sexual orientation, age, disability, religion, ethnic or social background, or stage of life.

All hiring decisions are made based on skills, experience and role‑related qualifications.

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.