Job Description

Roles and Responsibilities:

  • 10-12 years of experience.
  • Lead and manage day-to-day operations of the SOC, including shift planning, resource allocation and team supervision
  • Ensure rapid response and resolution of incidents and service requests
  • Act as a point of contact during major incidents and coordinate resolution efforts.
  • Develop and maintain standard operating procedures (SOPs), runbooks and documentation
  • Conduct regular training sessions and mentoring for SOC staff to enhance technical capabilities and performance
  • Track and report key performance (KPIs), SLA/OLA and incident metrics to Senior management
  • Collaborate with infrastructure and application teams for proactive maintenance planning
  • Ensure 24/7 coverage and effective handover between shifts
  • Act as a point of contact for any service-related escalation, identify the root cause and apply service improvements.

Job Requirements:

Skills / Experience required:

  • Minimum 5 years experience in technical operations roles in Service Operation Centre/Network Operation Centre /Batch Processing
  • Minimum 5 years experience in leadership or supervisory position within IT Operations Centre/Service Operation Centre/ Network Operation Centre
  • Proficient with monitoring tools and incident management platforms (ServiceNow)
  • Understanding of the batch scheduling tooling such as Control-M
  • Unix and Windows first level support experience(preferred)
  • AS400 experience or Mainframe experience (preferred)
  • Experience of using service management/incident management solutions (ideally ServiceNow)
  • Good verbal and written communication skills
  • Able to work under pressure and meet deadline
  • Confidence to work independently and within a fast-paced team in a busy environment
  • Ability to work in an environment with evolving requirements and dynamic schedules
  • Exceptional leadership, team management and communication skills
  • Strong analytical and troubleshooting skills
  • Organized and methodical with a focus on service quality and risk mitigation

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