Job Description
Role Overview
JOB DESCRIPTION
We are seeking a seasoned Operations Lead / Shift Lead to manage end-to-end service delivery for IT Infrastructure / Network / Managed Services operations. The role will be responsible for leading large operational teams, ensuring SLA adherence, driving incident and escalation management, and continuously improving operational efficiency in a 24x7 environment.
This position requires strong experience in BPO-style service delivery combined with IT/NOC operations, client-facing leadership, and shift-based operational ownership.
Key Responsibilities
Shift Leadership & Operations
JOB DESCRIPTION
We are seeking a seasoned Operations Lead / Shift Lead to manage end-to-end service delivery for IT Infrastructure / Network / Managed Services operations. The role will be responsible for leading large operational teams, ensuring SLA adherence, driving incident and escalation management, and continuously improving operational efficiency in a 24x7 environment.
This position requires strong experience in BPO-style service delivery combined with IT/NOC operations, client-facing leadership, and shift-based operational ownership.
Key Responsibilities
Shift Leadership & Operations
- Lead and coordinate all NOC activities during the assigned shift (24x7 environment).
- Assign and prioritize work across NOC analysts (alerts, incidents, requests, change monitoring).
- Ensure adherence to operational processes, runbooks, and escalation p...
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