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Mid-level operations role with generalist support skills and common title, moderate applicant density.
IT operations skills are transferable across industries but ITIL and application-support context require domain familiarity.
Explicit 5+ years requirement plus mandatory ITIL and ITSM tool experience increases filter strictness.
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Lead and manage day-to-day IT support operations ensuring service delivery within agreed SLAs across multiple projects.
Oversee incident management, coordinate L1, L2, and L3 support teams, and act as escalation point for critical production issues driving them to resolution.
Monitor operational metrics (SLA compliance, ticket backlog, MTTR, customer satisfaction) and implement process improvements and automation for efficiency.
Minimum 5 years of experience in IT Operations, Service Delivery, or Application Support.
Strong understanding and practical experience with ITIL framework and ITSM processes including Incident, Problem, and Change Management.
Hands-on experience with ITSM tools such as ServiceNow, Jira, or equivalents is mandatory.
Bachelor's degree in Engineering, Computer Science, Information Technology, or related field preferred but not strictly mandatory.
Experienced in managing multi-tiered IT support teams (L1, L2, L3) with a focus on operational excellence in fast-paced environments.
Proficient in incident triage and coordination ensuring alignment with business and customer expectations.
Skilled in stakeholder management with ability to analyze operations metrics and lead process improvements or automation initiatives.