24/7 IOC Operations Lead — ITSM & Incident Management

iSystems Ltd; Lahore; Presencial; PKR 4 200 000 - 6 600 000; Tempo integral

Resumo da oferta

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, incident management, and leadership skills.

You will manage monitoring and observability tools, oversee incident response, and collaborate with cross-functional teams to optimize processes and automation while reporting performance insights to senior leadership.

Qualificações

• Bachelor's degree in IT, CS, Engineering or related field.
• 8–10+ years in IT Operations/NOC/IOC with 3+ years in leadership.
• Strong ITSM, ITIL, and Major Incident Management experience.
• Experience managing 24/7 operations and shift-based teams.
• Proficient with monitoring/observability tools and ITSM platforms.

Responsabilidades

• Lead and manage day-to-day IOC operations for 24/7 service coverage.
• Oversee ITIL-aligned Incident, Problem, Change, Event, and Request Management.
• Manage major incidents, escalations, and RCA with stakeholders.
• Ensure SLA/OLA compliance and timely incident resolution.
• Maintain and improve monitoring/observability tools such as Nagios, Zabbix, Grafana.
• Handle ITSM workflows with JIRA Service Management or equivalent.
• Develop SOPs, runbooks, and knowledge bases.
• Identify opportunities for automation and process optimization.
• Track KPIs, MTTA/MTTR, and service availability.
• Collaborate with infrastructure, app, network, security, and vendors.
• Prepare operational reports for senior management.

Conhecimentos

ITSM processes

ITIL frameworks

Incident management

Team leadership

Automation

Observability tools

Stakeholder management

Formação académica

Bachelor's degree in IT/CS/Engineering

Ferramentas

Nagios

SolarWinds

Zabbix

Dynatrace

Splunk

Datadog

Grafana

JIRA Service Management

Descrição da oferta de emprego

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, incident management, and leadership skills.

You will manage monitoring and observability tools, oversee incident response, and collaborate with cross-functional teams to optimize processes and automation while reporting performance insights to senior leadership.