IT Operations & Service Delivery Lead

Oxiliry; Hyderabad City Taluka; On-site; PKR 2,000,000 - 4,000,000; Full time

Job summary

Oxiliry is seeking an experienced IT Operations leader to drive service delivery, reliability, and security across networks, cloud, endpoints, and backups. You will manage incidents, problems, changes, and requests while applying ITIL principles in real-world settings and coaching teams to improve communication.

You will partner with engineering, support, and business teams to meet SLAs, track customer satisfaction, and turn feedback into action.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
• A proven customer success track record with measurable results.
• ITIL 4 Foundation certification and the judgment to apply it practically.
• Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud, and security operations.
• Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and DVR/NVR network infrastructure.
• Hands‑on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use of AI in IT operations.
• A history of coaching teams to communicate better and work more carefully.

Responsibilities

• Own the relationship with customers, including escalations and service quality.
• Keep customers informed with clear next steps, owners, and timelines.
• Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
• Run incident, problem, change, and request management in real-world settings.
• Lead major incidents from first alert to root cause and permanent fix.
• Track SLAs, satisfaction, and backlog, and act on the data.

Skills

Leadership

Customer success

Communication

Education

Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

Tools

Kaseya

Cacti

Zabbix

SIEM

Microsoft 365

Entra ID

VPNs

Routers

Switches

Firewalls

Job description

Oxiliry is seeking an experienced IT Operations leader to drive service delivery, reliability, and security across networks, cloud, endpoints, and backups. You will manage incidents, problems, changes, and requests while applying ITIL principles in real-world settings and coaching teams to improve communication.

You will partner with engineering, support, and business teams to meet SLAs, track customer satisfaction, and turn feedback into action.