Integrated Operations Center (IOC) Lead

iSystems Ltd; Lahore; Sur place; PKR 4 200 000 - 6 600 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

ITSM processes

ITIL frameworks

Incident management

Team leadership

Automation

Observability tools

Stakeholder management

Formation

Bachelor's degree in IT/CS/Engineering

Outils

Nagios

SolarWinds

Zabbix

Dynatrace

Splunk

Datadog

Grafana

JIRA Service Management

Description du poste

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.
• Exposure to AWS, Azure, GCP, hybrid infrastructure, scripting (Python, PowerShell, Ansible), or AIOps will be an added advantage.