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Generalist IT operations lead role with common skillset increases candidate competition.
ITSM, incident management, and 24x7 operations skills transfer across industries but require domain experience.
Explicit 7+ years plus ITIL/ITSM and major-incident governance requirements increase candidate filtering.
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Manage 24x7 IT operations including people, shifts, reporting, and escalation management.
Lead multiple support teams across shifts to ensure operational delivery and governance.
Develop and maintain MIS reporting, KPI frameworks, dashboards, and provide data-driven insights for service governance and resource planning.
Bachelor’s degree in Information Technology, Computer Science, or related field.
Minimum 7+ years experience in operational delivery lead or related role.
Strong understanding of ITIL concepts, ITSM processes, Major Incident Management, and operational governance.
Work Experience Required: Minimum 7+ years; Notice Period: Not explicitly mentioned in the JD.
Experienced in managing global, multicultural IT operations environments.
Skilled in analytical decision making, KPI governance, and cross-functional stakeholder collaboration.
Proficient in reporting automation, dashboard creation, and driving continuous process improvements in ITSM contexts.