This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, IT Service Operations based in India.
This is a senior service management opportunity focused on ensuring the reliability, availability, and operational performance of business-critical cloud applications.
You will lead second-line application support while solving complex technical issues across distributed, high-availability environments.
The role combines hands-on troubleshooting with proactive monitoring, incident management, and continuous service improvement.
You will collaborate closely with development, product, infrastructure, and global support teams to resolve escalations and deliver dependable services.
You will also contribute to business continuity, disaster recovery, regulatory compliance, and the successful adoption of new releases.
The position offers exposure to modern cloud technologies, enterprise applications, and a collaborative global environment.
Accountabilities
- Application support and troubleshooting: Investigate and resolve application and infrastructure issues efficiently, using technical expertise, business context, and structured investigative techniques to minimize service disruption.
- Cross-functional escalation: Collaborate with development, product, infrastructure, and other technical teams to manage third-line escalations and drive issues through to resolution.
- Proactive monitoring: Implement and monitor system health checks, analyze application logs and operational data, identify emerging issues early, and initiate appropriate incident-management processes when required.
- Service reliability: Drive initiatives focused on application health monitoring, operational reporting, technical support, and continuous improvement to enhance service availability and customer satisfaction.
- Business continuity: Lead and participate in Business Continuity and Disaster Recovery activities across supported products and services.
- Release readiness: Partner with product and delivery teams to ensure Service Management is prepared for new releases and involved early in the design of enhancements.
- Compliance and governance: Support SOX Type 2 audit activities and DORA compliance requirements while following established IT service-management practices.
- Team leadership: Manage and support a small to medium-sized service operations team, fostering collaboration, accountability, knowledge sharing, and high-quality service delivery.
- Incident and problem management: Apply ITIL-aligned Incident, Change, and Problem Management processes and ensure issues are documented, investigated, prioritized, and communicated effectively.
Requirements
- Experience: 9+ years of experience in Service Management, Application Support, or a closely related IT operations environment.
- Database expertise: Strong experience working with databases and SQL, including database query analysis, query-plan analysis, and database monitoring.
- Operating systems: Solid knowledge of Windows and Linux operating systems.
- Scripting: Good shell scripting experience; Python scripting knowledge is an advantage.
- Monitoring and observability: Experience monitoring applications, interpreting logs, and working with tools such as Splunk and Datadog.
- Networking: Fundamental understanding of networking concepts, network topology, and load-balancing technologies.
- Cloud and DevOps: Knowledge of AWS and CI/CD technologies is desirable, including Git, microservices, EC2, indexing, and related cloud technologies.
- Software development lifecycle: Strong understanding of SDLC processes and experience raising development defects with appropriate priority assessment, detailed investigation, and high-quality technical analysis.
- ITIL: Knowledge of ITIL standards and processes covering Incident, Change, and Problem Management.
- Agile methodologies: Familiarity with Agile development practices is an advantage.
- Leadership: Experience managing or coordinating small to medium-sized teams.
- Communication: Ability to explain complex technical issues clearly to both technical teams and business or end-user audiences.
- Problem-solving: Strong analytical and investigative skills, with the ability to identify root causes, prioritize issues, and work effectively under pressure.
- Collaboration: Comfortable working independently while collaborating with global, cross-functional teams in a high-availability technology environment.
Benefits
- Flexible working: Flexible working arrangements, with remote or hybrid options depending on role and team requirements.
- Health and wellness: Healthcare coverage and resources designed to support physical and mental wellbeing.
- Time off: Generous paid time off and flexible downtime to help maintain a sustainable work-life balance.
- Continuous learning: Access to learning resources and opportunities to develop technical, leadership, and professional skills.
- Career development: Opportunities to grow leadership capabilities, broaden global exposure, and advance within a large technology organization.
- Financial benefits: Competitive compensation and programs designed to support long-term financial wellbeing and future planning.
- Family support: Family-oriented benefits and perks designed to support employees and their loved ones.
- Additional perks: Access to employee discounts, referral incentives, and other workplace benefits.
- Global collaboration: Opportunity to work with talented colleagues and cross-functional teams in an international environment.
- Technology exposure: Hands-on exposure to cloud technologies, enterprise applications, monitoring platforms, and modern service-management practices.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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