GCC IT Operations Lead 1

Syensqo; Maharashtra; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Syensqo is seeking a GCC IT Operations Lead to manage 24x7 operations, leading multiple support teams across shifts. You will drive ITIL-aligned processes, incident management, and KPI tracking to ensure uninterrupted service delivery.

The role requires 7+ years in operational delivery leadership, strong ITIL/ITSM knowledge, and excellent analytical and communication skills in a multicultural global environment. The position is on-site in India, Maharashtra, with rotating shifts.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 7+ years in Operational Delivery leadership or related role.
• Strong ITIL concepts and ITSM process knowledge.
• Excellent analytical, decision-making and problem-solving skills.
• Ability to work in a multicultural Global environment.

Responsibilities

• Provide end-to-end leadership for GCC IT Operations during the assigned shift; accountable for all shift deliverables, operational controls, and service outcomes across Operations & Delivery.
• Ensure operational oversight and governance by enforcing ITIL-aligned processes, SOPs/runbooks, monitoring standards, ticket quality, documentation, and all applicable policies and controls; maintain audit-ready operations.
• Own overall shift management, including shift planning and execution, workload prioritization, queue/backlog governance, operational readiness checks, and coordination across technology towers to ensure uninterrupted service delivery.
• Track, analyze, and report operational KPIs (e.g., SLA, MTTA/MTTR, backlog aging, incident recurrence); identify trends, surface operational risks, and drive corrective/preventive actions to improve stability and efficiency.
• Serve as the primary escalation point during the shift for customer-impacting incidents, service degradation, and operational blockers; coordinate with resolver groups, vendors, and stakeholders to ensure timely decisions, clear ownership, and rapid restoration.
• Lead Major Incident Management during the shift, including initiation/validation of major incident criteria, bridge facilitation, action assignment and tracking, stakeholder communications, and service restoration oversight; ensure completion of PIR/RCA actions, knowledge updates, and monitoring/runbook improvements.
• Manage resource and staffing for the shift to maintain adequate coverage and skill balance; mitigate capacity constraints through reallocation, backup coverage, and cross-skilling recommendations.
• Deliver people management in shift, including day-to-day supervision, task assignment, coaching, and performance support; set expectations for professionalism, respectful conduct, and collaboration, maintaining a safe and inclusive working environment.
• Drive a continuous learning and improvement culture by promoting certifications, skill development, knowledge sharing, and disciplined execution of standard operating procedures.
• Produce high-quality handover reports and ensure effective shift-to-shift continuity by documenting incident status, major incident updates, key risks, planned changes, backlog position, pending actions, and accountable owners.
• Provide project task and operational support, including deployments, cutovers, transitions, and hypercare; ensure operational readiness and support continual improvement initiatives (automation, process optimization, documentation updates).
• Ensure high operational discipline: timely response to alerts/tickets, accurate runbook execution, comprehensive ticket notes and consistent compliance with security, controls, and change management requirements.
• Operate within a rotating 24x7x365 shift model; maintain hands-on technical competence to manage transversal support teams and develop cross-functional skills.
• Closely align and work with Operations, Functionals and Delivery Managers.

Skills

Communication skills

ITIL/ITSM knowledge

Major incident management

Analytical thinking

Problem solving

Education

Bachelor's degree in IT/CS

Job description

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About The Job

GCC IT Operations lead will be responsible to manage 24*7 operations, where he/she will need to take incharge of People, Shifts, Reporting, escalations management, etc. This roles requires to lead different support team, working during the shifts (transversal support).

Key Responsibilities:

• Provide end-to-end leadership for GCC IT Operations during the assigned shift; accountable for all shift deliverables, operational controls, and service outcomes across Operations & Delivery.
• Ensure operational oversight and governance by enforcing adherence to ITIL-aligned processes, SOPs/runbooks, monitoring standards, ticket quality, documentation, and all applicable policies and controls; maintain audit-ready operations.
• Own overall shift management, including shift planning and execution, workload prioritization, queue/backlog governance, operational readiness checks (tools, monitoring, access), and coordination across technology towers to ensure uninterrupted service delivery.
• Track, analyze, and report operational KPIs (e.g., SLA/, MTTA/MTTR, backlog aging, incident recurrence, ); identify trends, surface operational risks, and drive corrective/preventive actions to improve stability and efficiency.
• Serve as the primary escalation point of contact during the shift for customer-impacting incidents, service degradation, and operational blockers; coordinate with resolver groups, vendors, and stakeholders to ensure timely decisions, clear ownership, and rapid restoration.
• Lead Major Incident Management during the shift, including initiation/validation of major incident criteria, bridge facilitation, action assignment and tracking, stakeholder communications, and service restoration oversight; ensure completion of PIR/RCA actions, knowledge updates, and monitoring/runbook improvements.
• Manage resource and staffing for the shift to maintain adequate coverage and skill balance; mitigate capacity constraints (absences, demand spikes, skill gaps) through reallocation, backup coverage, and cross-skilling recommendations.
• Deliver people management in shift, including day-to-day supervision, task assignment, coaching, and performance support; set expectations for professionalism, respectful conduct, and collaboration, maintaining a safe and inclusive working environment and escalating conduct concerns through appropriate channels.
• Drive a continuous learning and improvement culture by promoting certifications, skill development, knowledge sharing, and disciplined execution of standard operating procedures.
• Produce high-quality handover reports and ensure effective shift-to-shift continuity by documenting incident status, major incident updates, key risks, planned changes, backlog position, pending actions, and accountable owners.
• Provide project task and operational support, including participation in deployments, cutovers, transitions, and hypercare; ensure operational readiness (runbooks, monitoring, access, support model) and support continual improvement initiatives (automation, process optimization, documentation updates).
• Ensure high operational discipline: timely response to alerts/tickets, accurate runbook execution, comprehensive ticket notes and consistent compliance with security, controls, and change management requirements.
• Operate within a rotating 24x7x365 shift model, including Early/Late/Overnight rotations and weekend coverage.
• Maintain hands-on technical competence to manage transversal support teams (IT Infra & Applications) and develop cross-functional skills to support operational resilience.
• Closely align and work with Operations, Functionals and Delivery Managers.
  

Required Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong Communication & Interpersonal Skills
• Minimum 7+ years of experience in Operational Delivery lead or a related role.
• Strong understanding of ITIL Concepts, ITSM process, Major Incident Management & Operational Governance
• Excellent analytical, decision making & problem-solving skills.
• Work in a multicultural Global environment
  

About Us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.