24/7 Integrated IOC Lead — ITSM & Incident Mastery

iSystems Ltd; Lahore; On-site; PKR 2,500,000 - 4,500,000; Full time

Job summary

Systems Limited is seeking an experienced Integrated Operations Center (IOC) Lead to oversee 24/7 IT operations, drive operational excellence, and ensure service availability. The role requires strong ITSM expertise, incident management, and leadership across cross-functional teams.

The ideal candidate will manage major incidents, track KPIs, and oversee monitoring tools such as Nagios, Splunk, and Grafana, while driving continuous service improvement and automation across the IOC.

Qualifications

• 8-10+ years of experience in IT Operations, NOC/IOC, Service Desk, or IT Service Delivery.
• At least 3 years in a leadership or supervisory role.
• Strong hands-on ITIL/ITSM expertise and Major Incident Management.
• Experience managing 24/7 operations, shift-based teams, and escalations.
• Hands-on experience with monitoring, alerting, and observability tools.
• Experience with ITSM platforms like JIRA Service Management; JIRA preferred.
• Knowledge base management, SOP documentation, and governance.
• Proven track record in continuous improvement, automation, and efficiency.
• Excellent leadership, stakeholder management, communication, and problem-solving skills.
• ITIL v3/v4 Foundation certification preferred.
• Exposure to AWS/Azure/GCP, hybrid infra, scripting (Python/PowerShell/Ansible) or AIOps is a plus.

Responsibilities

• Lead and manage 24/7 IOC operations, ensuring seamless service coverage and team coordination.
• Oversee ITIL-aligned Incident, Problem, Change, Event, and Request Management.
• Handle major incidents, escalations, and RCA.
• Ensure SLA/OLA compliance and drive timely incident resolution.
• Maintain monitoring/observability tools and dashboards.
• Oversee IOC ticket workflows and automation in ITSM platforms.
• Keep knowledge bases, SOPs, and runbooks up to date.
• Identify opportunities for process optimization and automation.
• Track KPIs, MTTA/MTTR, and service availability.
• Collaborate with cross-functional teams to improve efficiency.
• Prepare operational reports and present insights to senior management.

Skills

ITSM

Incident management

Monitoring tools

Leadership

Stakeholder mgmt

Process improvement

Automation

SLA/OLA mgmt

Education

Bachelors in IT/CS/Engineering

Tools

JIRA Service Management

Nagios

SolarWinds

Zabbix

Dynatrace

Splunk

Datadog

Grafana

Job description

Systems Limited is seeking an experienced Integrated Operations Center (IOC) Lead to oversee 24/7 IT operations, drive operational excellence, and ensure service availability. The role requires strong ITSM expertise, incident management, and leadership across cross-functional teams.

The ideal candidate will manage major incidents, track KPIs, and oversee monitoring tools such as Nagios, Splunk, and Grafana, while driving continuous service improvement and automation across the IOC.