IOC Lead, 24/7 ITSM & Incident Management

iSystems Ltd; Islamabad; On-site; PKR 2,400,000 - 3,600,000; Full time

Job summary

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

Responsibilities include managing major incidents, SLA/OLA compliance, and continuous service improvement using industry-standard tools like JIRA and various monitoring platforms.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent.
• 8-10+ years of IT Operations experience with 3+ years in leadership roles.
• Hands-on expertise in ITSM, ITIL, and Major Incident Management.
• Experience leading 24/7 operations and shift-based teams.
• Proficient with monitoring/observability tools and ITSM platforms.

Responsibilities

• Lead and manage day-to-day IOC operations with 24/7 coverage.
• Oversee ITIL-aligned Incident, Problem, Change, Event, and Request Management.
• Manage major incidents, escalations, and RCA.
• Ensure SLA/OLA compliance and timely resolution.
• Oversee monitoring/observability tools (Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog, Grafana).
• Oversee ITSM ticket workflows, automation, reporting, and dashboards (JIRA Service Management).
• Maintain knowledge bases, SOPs, runbooks, and troubleshooting documentation.
• Identify opportunities for process optimization, automation, and improvement.
• Track KPIs, MTTA/MTTR, and service availability.

Skills

ITSM processes

ITIL frameworks

Major Incident Management

Leadership

Stakeholder management

Problem management

Change management

Education

Bachelor's degree 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, ensure service availability, and drive operational excellence. The role requires strong ITSM, incident management, and leadership capabilities to coordinate cross-functional teams.

Responsibilities include managing major incidents, SLA/OLA compliance, and continuous service improvement using industry-standard tools like JIRA and various monitoring platforms.