Service Operation Lead

Landing Point; New York (NY); On-site; USD 125,000 - 160,000; Full time

Job summary

Landing Point, a leading alternative investment management firm, seeks a Service Operation Lead for its IT Operations Center in New York. The role focuses on stability, process excellence, and driving automation across technology platforms and services.

The ideal candidate has 7+ years in IT service operations within financial services, with ITIL knowledge and hands-on monitoring, alerting, and incident management experience. This on-site position offers a competitive salary and bonus potential.

Qualifications

• 7+ years of IT service operations, production support, NOC, or command centre experience.
• ITIL v4 certification preferred.
• Hands‑on familiarity with ITSM and observability platforms (ServiceNow, Dynatrace, Splunk, PagerDuty, Datadog).
• Experience with Jira and Confluence as ticketing and documentation systems.
• Exposure to AIOps or automation tooling is an advantage.

Responsibilities

• Own end-to-end operational monitoring, issue management, and service restoration across the firm's technology platforms and business services.
• Lead major issue resolution efforts as the primary technical coordinator, directing cross-functional engineering and support teams to restore services and resolve production issues.
• Manage escalation paths and maintain clear, timely communications with senior stakeholders and business partners during service disruptions.
• Define, track, and report on service availability, operational KPIs, and SLA compliance; present findings to senior leadership on a regular cadence.
• Review recurring issues to identify root causes and drive structured problem management and operational improvement initiatives.
• Ensure runbooks, escalation matrices, and operational procedures are current, accurate, and fit for purpose.
• Champion automation and AIOps tooling to reduce alert noise, manual effort, and mean time to resolution (MTTR).
• Provide leadership, coaching, and performance management to operational team members across shifts.
• Own operational reporting and deliver executive-level briefings on service health and risk posture.
• Partner with technology and business change teams to assess operational readiness ahead of new releases and deployments.

Skills

IT service operations

Leadership

Stakeholder communication

Problem management

Automation mindset

Tools

ServiceNow

Dynatrace

Splunk

PagerDuty

Datadog

Jira

Confluence

Job description

An alternative investment management firm with approximately $3.7 billion in assets under management is seeking a Service Operation Lead for its IT Operations Center. This role focuses on operational stability and process excellence within a fast-paced asset management environment.

Job Responsibilities

• Own end-to-end operational monitoring, issue management, and service restoration across the firm's technology platforms and business services.
• Lead major issue resolution efforts as the primary technical coordinator, directing cross-functional engineering and support teams to restore services and resolve critical production issues.
• Manage escalation paths and maintain clear, timely communications with senior stakeholders and business partners during service disruptions.
• Define, track, and report on service availability, operational KPIs, and SLA compliance; present findings to senior leadership on a regular cadence.
• Review recurring issues to identify root causes and drive structured problem management and operational improvement initiatives.
• Ensure runbooks, escalation matrices, and operational procedures are current, accurate, and fit for purpose.
• Champion automation and AIOps tooling to reduce alert noise, manual effort, and mean time to resolution (MTTR).
• Provide leadership, coaching, and performance management to operational team members across shifts.
• Own operational reporting and deliver executive-level briefings on service health and risk posture.
• Partner with technology and business change teams to assess operational readiness ahead of new releases and deployments.

Qualifications

• 7+ years of experience in IT service operations, production support, NOC, or command centre environments, ideally within financial services or asset management.
• Strong knowledge of ITIL or equivalent service management frameworks; ITIL v4 certification preferred.
• Hands‑on familiarity with ITSM and observability platforms (e.g., ServiceNow, Dynatrace, Splunk, PagerDuty, Datadog).
• Experience with Jira and Confluence as ticketing and documentation systems.
• Exposure to AIOps, automation tooling, or shift-left operational practices is an advantage.

Compensation

Salary: $125,000 - $160,000, Plus Bonus