VP - System Operations Center

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.