Integrated Operations Center Lead

About the role

RoleSystems Limited seeks an experienced Integrated Operations Center (IOC) Lead to manage 24/7 IT operations, ensure service availability, and drive operational excellence across the organization.

Key responsibilities

• Lead day‑to‑day IOC operations, including shift planning, team coordination and 24/7 service coverage.
• Oversee ITIL‑aligned Incident, Problem, Change, Event and Request Management processes and major incident handling.
• Manage monitoring and observability tools such as Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog and Grafana.
• Maintain ITSM ticket workflows, automation, reporting and dashboards using JIRA Service Management or equivalent.
• Develop and maintain knowledge bases, SOPs, runbooks and troubleshooting documentation.
• Track operational KPIs, incident trends, MTTA/MTTR and service availability, presenting insights to senior management.

Required profile

• Bachelor's degree in IT, Computer Science, Engineering or related field.
• 8–10+ years of experience in IT Operations, NOC/IOC or Service Desk, with at least 3 years in a leadership role.
• Strong hands‑on expertise in ITSM processes, ITIL frameworks and major incident management.
• Proven ability to manage 24/7 shift‑based teams and escalation procedures.

Required skills

• ITSM platforms – JIRA Service Management (preferred) or equivalent.
• Monitoring/observability tools – Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog, Grafana.
• Scripting/automation – Python, PowerShell, Ansible.
• Cloud exposure – AWS, Azure, GCP (optional).
• ITIL v3/v4 Foundation certification (preferred).