IT Operations Specialist

IT Operations Specialist to join Digital and Technology Services (DTS) at the University of Dundee

In this role you will provide second line, advanced technical support and operational leadership across the University’s core digital services, ensuring effective incident resolution, service continuity, and continuous improvement across network, infrastructure, and cyber systems.

About DTS

Digital & Technology Services provide IT services and facilities for the University of Dundee across all campuses. The directorate is split into six delivery departments: IT Buying, Cyber Security, Digital Architecture, Advanced Computing and Infrastructure (ACI), Projects Office and End User Services (EUS). The directorate provides services ranging from the provision of the university core network & datacentres through to client devices and provision of corporate software systems.

About the Role

Working as part of the Advanced Computing & Infrastructure (ACI) team within Digital & Technology Services (DTS), you will be reportinga to the Implementation and Support Manager. You will act as a senior operational resource, providing technical guidance and escalation support to IT Operations Officers and contributing to the stability and optimisation of key University systems. You will take a lead in the investigation and resolution of complex incidents, working closely with Engineers (Grade 8) and other technical specialists to ensure effective service delivery. The post holder will also contribute to the development of operational processes, monitoring capabilities, and service improvements.

You will be based within Digital & Technology Services at the University of Dundee. The role will involve a combination of on-site working and remote working.

You will be required to deliver operational and technical support across multiple University locations, including Dundee City Centre Main Campus, Ninewells Campus, and Kirkcaldy Campus. This will involve regular travel between sites to support infrastructure, respond to incidents, and undertake operational activities.

Key Responsibilities

You will be responsible for:

• Providing advanced technical support across network, infrastructure, and security systems
• Acting as an escalation point for IT Operations Officers, supporting resolution of complex incidents
• Leading investigation and diagnosis of high-priority or complex service issues
• Supporting and guiding operational staff in incident response and technical troubleshooting
• Contributing to the development and optimisation of monitoring, alerting, and operational processes
• Working closely with Engineers (Grade 8) to ensure alignment of operational and technical activities
• Supporting cyber security monitoring, incident response, and escalation processes
• Assisting in planning and implementation of maintenance and change activities
• Maintaining documentation, knowledge bases, and operational procedures
• Identifying opportunities for service improvement and contribute to continuous improvement initiatives
• Participating in on-call arrangements where required

You will deliver a high-quality IT operations service, supporting service stability, performance, and continuous improvement across the University infrastructure and digital services.

Communication is a key part of this role, you will need to:

• Communicate complex technical issues clearly to both technical and non-technical stakeholders
• Provide guidance and direction to IT Operations Officers
• Liaise with Engineers and other specialists to coordinate resolution of incidents
• Contribute to incident communications and service updates
• Work collaboratively with technical specialists and engineers
• Create technical and configuration documentation

You will liaise with IT Operations Officers, Network, Infrastructure, and Storage Engineers, Data Centre Operators, Cyber security and specialist teams, the Service Desk and User Support teams, end users where required and external suppliers where required

You will have a proven ability to:

• Take responsibility for resolving complex incidents and technical issues
• Exercise judgement in diagnosing and prioritising operational problems
• Plan and prioritise workload in line with service impact and operational priorities
• Contribute to decision-making relating to operational processes and service improvements

You will provide technical leadership and guidance to IT Operations Officers, supporting their development as well as promoting and contributing to knowledge sharing within the team.

• Significant experience in IT operations, network & infrastructure support, systems administration
• Strong understanding of network, infrastructure, and enterprise IT systems
• Strong analytical problem-solving skills with experience in diagnosing and resolving complex technical issues
• Familiarity with monitoring tools, incident management, and operational processes
• Ability to work in a structured operational environment while applying technical judgement
• An understanding of cyber security principles and operational risks

At the University of Dundee, we are driven by a clear purpose: to transform lives through education, research and innovation.

We are internationally recognised for the real-world impact of our work, particularly in areas such as life sciences, health and engineering. Our collaborative and inclusive culture brings together talented people from across disciplines to tackle global challenges and deliver meaningful change.

Located in the vibrant city of Dundee, our campus offers a supportive and forward-looking environment where colleagues are empowered to develop, contribute and succeed.

Find out more about working at the University of Dundee