Lead, IT Service Operations

Accountabilities

• • Application support and troubleshooting: Investigate and resolve application and infrastructure issues efficiently, using technical expertise, business context, and structured investigative techniques to minimize service disruption.
  • Cross-functional escalation: Collaborate with development, product, infrastructure, and other technical teams to manage third-line escalations and drive issues through to resolution.
  • Proactive monitoring: Implement and monitor system health checks, analyze application logs and operational data, identify emerging issues early, and initiate appropriate incident-management processes when required.
  • Service reliability: Drive initiatives focused on application health monitoring, operational reporting, technical support, and continuous improvement to enhance service availability and customer satisfaction.
  • Business continuity: Lead and participate in Business Continuity and Disaster Recovery activities across supported products and services.
  • Release readiness: Partner with product and delivery teams to ensure Service Management is prepared for new releases and involved early in the design of enhancements.
  • Compliance and governance: Support SOX Type 2 audit activities and DORA compliance requirements while following established IT service-management practices.
  • Team leadership: Manage and support a small to medium-sized service operations team, fostering collaboration, accountability, knowledge sharing, and high-quality service delivery.
  • Incident and problem management: Apply ITIL-aligned Incident, Change, and Problem Management processes and ensure issues are documented, investigated, prioritized, and communicated effectively.

  Requirements

  • Experience: 9+ years of experience in Service Management, Application Support, or a closely related IT operations environment.
  • Database expertise: Strong experience working with databases and SQL, including database query analysis, query-plan analysis, and database monitoring.
  • Operating systems: Solid knowledge of Windows and Linux operating systems.
  • Scripting: Good shell scripting experience; Python scripting knowledge is an advantage.
  • Monitoring and observability: Experience monitoring applications, interpreting logs, and working with tools such as Splunk and Datadog.
  • Networking: Fundamental understanding of networking concepts, network topology, and load-balancing technologies.
  • Cloud and DevOps: Knowledge of AWS and CI/CD technologies is desirable, including Git, microservices, EC2, indexing, and related cloud technologies.
  • Software development lifecycle: Strong understanding of SDLC processes and experience raising development defects with appropriate priority assessment, detailed investigation, and high-quality technical analysis.
  • ITIL: Knowledge of ITIL standards and processes covering Incident, Change, and Problem Management.
  • Agile methodologies: Familiarity with Agile development practices is an advantage.
  • Leadership: Experience managing or coordinating small to medium-sized teams.
  • Communication: Ability to explain complex technical issues clearly to both technical teams and business or end-user audiences.
  • Problem-solving: Strong analytical and investigative skills, with the ability to identify root causes, prioritize issues, and work effectively under pressure.
  • Collaboration: Comfortable working independently while collaborating with global, cross-functional teams in a high-availability technology environment.

  Benefits

  • Flexible working: Flexible working arrangements, with remote or hybrid options depending on role and team requirements.
  • Health and wellness: Healthcare coverage and resources designed to support physical and mental wellbeing.
  • Time off: Generous paid time off and flexible downtime to help maintain a sustainable work-life balance.
  • Continuous learning: Access to learning resources and opportunities to develop technical, leadership, and professional skills.
  • Career development: Opportunities to grow leadership capabilities, broaden global exposure, and advance within a large technology organization.
  • Financial benefits: Competitive compensation and programs designed to support long-term financial wellbeing and future planning.
  • Family support: Family-oriented benefits and perks designed to support employees and their loved ones.
  • Additional perks: Access to employee discounts, referral incentives, and other workplace benefits.
  • Global collaboration: Opportunity to work with talented colleagues and cross-functional teams in an international environment.
  • Technology exposure: Hands-on exposure to cloud technologies, enterprise applications, monitoring platforms, and modern service-management practices.