Integrated Operations Center (IOC) Lead

iSystems Ltd; Lahore; Vor Ort; PKR 2.500.000 - 4.500.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITSM

Incident management

Monitoring tools

Leadership

Stakeholder mgmt

Process improvement

Automation

SLA/OLA mgmt

Ausbildung

Bachelors in IT/CS/Engineering

Tools

JIRA Service Management

Nagios

SolarWinds

Zabbix

Dynatrace

Splunk

Datadog

Grafana

Jobbeschreibung

Role

Systems Limited is looking for an experienced Integrated Operations Center (IOC) Lead to oversee 24/7 IT operations, ensure service availability and performance, and drive operational excellence. The ideal candidate will have strong expertise in IT Service Management (ITSM), incident management, monitoring tools, team leadership, and continuous improvement.

Responsibilities

• Lead and manage day-to-day IOC operations, ensuring seamless 24/7 service coverage, shift planning, and effective team coordination.
• Oversee ITIL-aligned Incident, Problem, Change, Event, and Request Management processes.
• Manage major incidents, escalations, stakeholder communications, and root cause analysis (RCA).
• Ensure SLA/OLA compliance, monitor service performance, and drive timely incident resolution.
• Manage monitoring and observability tools such as Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog, and Grafana.
• Oversee ITSM ticket workflows, automation, reporting, and dashboards using JIRA Service Management or equivalent tools.
• Maintain knowledge bases, SOPs, runbooks, and troubleshooting documentation.
• Identify opportunities for process optimization, automation, and continuous service improvement.
• Track operational KPIs, incident trends, MTTA/MTTR, and service availability.
• Collaborate with infrastructure, application, network, security, and vendor teams to ensure operational efficiency.
• Prepare operational reports and present service performance insights to senior management.

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or a related field.
• 8-10+ years of experience in IT Operations, NOC/IOC, Service Desk, or IT Service Delivery, including at least 3 years in a leadership or supervisory role.
• Strong hands-on expertise in ITSM processes, ITIL frameworks, and Major Incident Management.
• Proven experience managing 24/7 operations, shift-based teams, and escalation procedures.
• Hands-on experience with monitoring, alerting, and observability tools.
• Experience with JIRA Service Management or equivalent ITSM platforms; JIRA preferred.
• Strong knowledge of Knowledge Base Management, SOP documentation, and operational governance.
• Demonstrated experience in continuous improvement, automation, and operational efficiency.
• Excellent leadership, stakeholder management, communication, and problem-solving skills.
• ITIL v3/v4 Foundation certification preferred.
• Exposure to AWS, Azure, GCP, hybrid infrastructure, scripting (Python, PowerShell, Ansible), or AIOps will be an added advantage.