Role Description Our client is seeking experienced IT Operational Support Specialists (L2/L3) to join its IT Mergers & Acquisitions (M&A) Operations team, a globally distributed group responsible for supporting large-scale acquisition integrations. This team plays a critical role in assessing, stabilizing, and integrating IT environments for newly acquired organizations. The role combines hands-on operational support with project-based integration work, ensuring continuity of services from acquisition through full integration into client's enterprise systems. Client has recently completed acquisitions totaling ~10,000 employees globally, making this a high-impact, fast-paced environment. Key Responsibilities - IT Service Operations - Provide L2/L3 support across infrastructure, applications, and end-user environments during M&A integration - Ensure stability, availability, and continuity of IT services through transition phases - Support both on-prem and cloud environments - Incident & Request Management - Own and resolve incidents and service requests via ServiceNow in line with SLAs - Perform: - Triage & impact assessment - Root cause analysis - Resolution & escalation - Act as a key point of contact during critical incidents, coordinating across global teams - Provide hands-on support across: - Workstations & endpoints - Servers & infrastructure - User accounts & access - M&A Integration Support - Support infrastructure migrations and security remediation efforts - Assist with operational readiness for major integration milestones - Identify recurring/systemic issues and drive improvements - Partner with internal teams and vendors across acquired entities - Support hardware deployment and supply chain coordination - Governance & Documentation - Maintain and enhance: - Runbooks - Knowledge articles - Operational documentation - Ensure accurate ticketing and reporting data - Identify trends to inform integration strategy and remediation planning - Contribute to M&A operational data repository - Transition to Steady-State - Support handover to client core IT operations, including: - Documentation validation - Knowledge transfer - Post-transition stabilization - Technical Environment - Microsoft ecosystem (M365, Teams, SharePoint, Azure) - Enterprise infrastructure: - Servers, storage, backup - Endpoints and identity management - ITSM tools (ServiceNow preferred) - Exposure to networking concepts (no deep specialization required) Qualifications - 5-8+ years of experience in L2/L3 IT Support - Experience supporting enterprise environments (5K-10K+ users, global preferred) - Strong hands-on experience with: - End-user support (workstations, identity, M365 tools) - Infrastructure (servers, storage, backup, VDI) - Microsoft ecosystem (Teams, SharePoint, Azure) - Experience working in multi-vendor, global IT environments - Strong communication skills with both technical and non-technical stakeholders - Ability to manage multiple concurrent projects/issues in a fast-paced setting Requirements - Prior experience supporting M&A integrations or IT transformations - Exposure to both smaller organizations and large enterprise environments - Experience with: - ServiceNow or similar ITSM tools - ITIL-based service management - Cybersecurity and information security practices - Strong documentation skills (Visio diagrams, runbooks, SOPs) Notes for Recruiters (Important) - Top priority: Strong communication + adaptability (not just technical depth) - Must have true L2/L3 hands-on experience (not just ticket routing) - Look for candidates with: - Enterprise/global exposure - M&A or integration experience (big plus) - Ability to handle fast-changing environments