IT Operations Lead

Daten; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading IT solutions provider in India is seeking an experienced IT Operations / Production Support Lead to drive operational excellence in cloud environments. You will oversee high-severity incident responses, enforce process adherence, and mentor a team of engineers. Ideal candidates should have extensive experience in IT operations, strong skills in AWS and databases, and a proactive approach to problem management. The role requires rotational shifts with on-call support for critical incidents.

Qualifications

• 8–10 years experience in IT Operations or Production Support roles.
• Hands-on experience with AWS and deep troubleshooting expertise.
• Strong operational leadership and problem management skills.

Responsibilities

• Lead L2–L3 incident, problem, and task operations.
• Ensure high-quality root cause analysis and permanent corrective actions.
• Coach and mentor IT Operations Engineers.

Skills

AWS environments

MongoDB

SQL databases

Dynatrace or similar monitoring

ServiceNow incident management

Automation scripting

Troubleshooting skills

Coordination skills

Job description

We are seeking a seasoned IT Operations / Production Support Lead to ensure day-to-day operational excellence and provide technical leadership across critical platforms and services. This role acts as the bridge between operational strategy and on-ground execution, ensuring service stability, faster incident resolution, and predictable system performance.

The ideal candidate will take ownership of L2-L3 operations, lead high-severity incident responses, and drive strong root cause analysis and preventive actions. You will work across cloud infrastructure, databases, monitoring tools, and automation frameworks to reduce operational overhead and improve reliability. In addition, you will mentor operations engineers, enforce SOP and runbook adherence, and continuously identify opportunities to enhance system resilience and efficiency.

This position requires a hands-on leader with deep troubleshooting expertise, strong coordination skills, and a proactive mindset toward automation and problem management in a fast-paced production environment.

Key Responsibilities

• Lead L2–L3 incident, problem, and task operations
• Own Sev-1 and Sev-2 incident response and post-incident reviews
• Ensure high-quality root cause analysis (RCA) and permanent corrective actions
• Drive proactive problem management to reduce repeat incidents
• Identify and prioritize automation opportunities to reduce manual operational effort
• Provide technical oversight across AWS, Lambda, MongoDB, SQL, and third-party integrations
• Coach and mentor IT Operations Engineers
• Enforce SOP, runbook, and process adherence across the team

Required Skills & Experience

• 8–10 years of experience in IT Operations or Production Support roles
• Strong hands‑on experience with AWS environments (Lambda, CloudWatch)
• Operational expertise in MongoDB and SQL databases
• Experience using Dynatrace or similar monitoring and observability platforms
• Strong ServiceNow incident and problem management experience
• Experience with scripting and runbook-based automation (e.g., Lambda, Ansible)
• Strong troubleshooting, coordination, and operational leadership skills

Shift Timings: Rotational shifts within standard US business hours (5PM–2AM/ 3AM to 10AM) with on‑call support for Sev-1 / Sev-2 incidents