This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, IT Service Operations based in India.
This role offers the opportunity to lead critical service management activities within a high-availability cloud environment supporting business-critical applications. The position focuses on ensuring operational excellence, resolving complex technical challenges, and improving application reliability. You will collaborate closely with global teams across development, product, infrastructure, and support functions. The role combines technical expertise, incident management, proactive monitoring, and continuous improvement initiatives. You will contribute to service quality, customer satisfaction, and operational resilience while working with modern technologies and agile practices. This is an ideal opportunity for an experienced IT professional who enjoys solving complex problems and driving impactful improvements.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, IT Service Operations based in India.
This role offers the opportunity to lead critical service management activities within a high-availability cloud environment supporting business-critical applications. The position focuses on ensuring operational excellence, resolving complex technical challenges, and improving application reliability. You will collaborate closely with global teams across development, product, infrastructure, and support functions. The role combines technical expertise, incident management, proactive monitoring, and continuous improvement initiatives. You will contribute to service quality, customer satisfaction, and operational resilience while working with modern technologies and agile practices. This is an ideal opportunity for an experienced IT professional who enjoys solving complex problems and driving impactful improvements.
Accountabilities:
- Investigate, analyze, and resolve complex application and infrastructure issues using technical expertise and structured troubleshooting approaches.
- Collaborate with development, product, infrastructure, and delivery teams to support escalations and ensure effective issue resolution.
- Implement and monitor system health checks to proactively identify risks, initiate incident management processes, and minimize service disruptions.
- Drive business continuity and disaster recovery activities to strengthen operational resilience across supported products.
- Partner with product and delivery teams to ensure service readiness for new releases, enhancements, and technology changes.
- Lead continuous improvement initiatives focused on application monitoring, reporting, automation, and technical support processes.
- Support compliance activities, including operational audits and technology resilience requirements.
- Apply IT service management best practices across incident, change, and problem management processes.
- Provide leadership and guidance to small and medium-sized teams, encouraging collaboration and operational excellence.
- 9+ years of experience in Service Management, Application Support, or similar IT operations roles.
- Strong experience working with databases, SQL queries, database monitoring, and query plan analysis.
- Advanced knowledge of operating systems, particularly Windows and Linux environments.
- Experience with shell scripting; Python scripting knowledge is considered an advantage.
- Familiarity with monitoring and logging platforms such as Splunk and Datadog.
- Understanding of networking fundamentals, system topology, and load-balancing concepts.
- Knowledge of cloud technologies and DevOps practices, including AWS, CI/CD pipelines, Git, microservices, EC2, and related technologies.
- Experience with software development lifecycle processes, defect management, and technical investigation.
- Understanding of agile methodologies and ITIL standards for incident, change, and problem management.
- Ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Previous experience managing or mentoring small to medium-sized teams.
- Competitive compensation package aligned with experience and market standards.
- Healthcare coverage supporting physical and mental wellbeing.
- Flexible working arrangements, including flexible hours and remote work options where applicable.
- Generous paid time off to support work-life balance.
- Access to continuous learning resources, training opportunities, and career development programs.
- Financial wellbeing support and long-term investment programs.
- Family-friendly benefits and support programs.
- Additional perks such as employee discounts and recognition or referral programs.
The Lead, IT Service Operations will be responsible for ensuring the stability, performance, and continuous improvement of enterprise applications and service management processes. The role requires strong technical ownership, cross-functional collaboration, and the ability to manage operational priorities in a fast-paced technology environment.
Requirements:
The ideal candidate brings extensive experience in IT service management, application support, and technical operations, combined with strong analytical abilities and effective communication skills. The role requires hands-on knowledge of enterprise technologies and the ability to work collaboratively with technical and business stakeholders.
Benefits:
The role offers a comprehensive benefits package designed to support professional growth, personal wellbeing, and long-term career development.