GCC IT Operations Lead 1

Syensqo; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Syensqo is hiring an GCC IT Operations Lead to manage 24x7 IT operations from Pune, India. You will oversee shift delivery, incident management, and cross-functional coordination to ensure stable service delivery.

The role requires leading multiple support teams, maintaining operational discipline, and driving continuous improvement in a global, multicultural environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 7+ years of experience in Operational Delivery lead or related role.
• Strong ITIL/ITSM knowledge and governance experience.
• Excellent analytical, decision making and problem-solving skills.
• Experience in a multicultural global environment.

Responsibilities

• Provide end-to-end leadership for GCC IT Operations during the assigned shift; accountable for shift deliverables and service outcomes.
• Enforce ITIL-aligned processes, SOPs and runbooks; ensure audit-ready operations.
• Oversee shift planning, workload prioritization, and escalation coordination across technology towers.
• Monitor KPIs (SLA, MTTA/MTTR, backlog aging) and drive improvement actions.
• Serve as primary shift escalation point for incidents and blockers; coordinate with resolver groups and vendors.
• Lead Major Incident Management during the shift; drive communication and RCA actions.
• Manage shift staffing, training, and cross-skilling to balance capacity and coverage.
• Deliver people management, coaching, and performance support within the team.
• Promote continuous learning and adherence to standard operating procedures.
• Produce comprehensive handover reports for shift continuity.
• Support deployments, transitions, and hypercare with operational readiness.

Skills

Communication skills

ITIL knowledge

Operational leadership

Global experience

Education

Bachelor’s degree in IT/CS

Job description

Job ID

34993

GCC IT Operations Lead 1

Regular

Pune, India (https://www.google.com/maps/place/Pune,India)

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.

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