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Mid-senior, generalist 24x7 IT operations role with common title and hybrid metro location increases applicant competition.
Operational IT and ITIL skills transfer across industries but require specific shift and incident management experience.
Explicit 7+ years, ITIL/ITSM, major-incident and shift leadership requirements create strict shortlisting.
Lead 24x7 GCC IT Operations shifts including shift planning, workload prioritization, and cross-technology coordination to ensure uninterrupted service delivery.
Manage operational governance enforcing ITIL-aligned processes, monitoring standards, incident and major incident management, and continuous improvement initiatives.
Oversee people management in shifts including supervision, coaching, cross-skilling, and acting as the main escalation point for service interruptions and operational risks.
Bachelor’s degree in Information Technology, Computer Science, or related field.
Minimum 7+ years experience in Operational Delivery lead or related role.
Strong understanding and practical application of ITIL concepts, ITSM processes, Major Incident Management, and Operational Governance.
Work Experience Required: Minimum 7+ years; Notice Period: Not explicitly mentioned.
Experienced in managing global, multicultural 24x7 IT operations teams with transversal support responsibilities (IT Infra & Applications).
Skilled in driving operational discipline, risk identification, and continuous process improvements under ITIL framework.
Capable of hands-on technical management combined with strong communication and stakeholder coordination skills during incidents and operational escalations.