GCC IT Operations Lead 1

Key Responsibilities:

• Provide end-to-end leadership for GCC IT Operations during the assigned shift; accountable for all shift deliverables operational controls and service outcomes across Operations & Delivery.

• Ensure operational oversight and governance by enforcing adherence to ITIL-aligned processes SOPs/runbooks monitoring standards ticket quality documentation and all applicable policies and controls; maintain audit-ready operations.

• Own overall shift management including shift planning and execution workload prioritization queue/backlog governance operational readiness checks (tools monitoring access) and coordination across technology towers to ensure uninterrupted service delivery.

• Track analyze and report operational KPIs (e.g. SLA/ MTTA/MTTR backlog aging incident recurrence );identifytrends surface operational risks and drive corrective/preventive actions to improve stability and efficiency.

• Serve as the primary escalation point of contact during the shift for customer-impacting incidents service degradation and operational blockers; coordinate with resolver groups vendors and stakeholders to ensure timely decisions clear ownership and rapid restoration.

• Lead Major Incident Management during the shift including initiation/validation of major incident criteria bridge facilitation action assignment and tracking stakeholder communications and service restoration oversight; ensure completion of PIR/RCA actions knowledge updates and monitoring/runbook improvements.

• Manage resource and staffing for the shift to maintain adequate coverage and skill balance; mitigate capacity constraints (absences demand spikes skill gaps) through reallocation backup coverage and cross-skilling recommendations.

• Deliver people management in shift including day-to-day supervision task assignment coaching and performance support; set expectations for professionalism respectful conduct and collaboration maintaining a safe and inclusive working environment and escalating conduct concerns through appropriate channels.

• Drive a continuous learning andimprovementculture by promoting certifications skill development knowledge sharing and disciplined execution of standard operating procedures.

• Produce high-quality handover reports and ensure effective shift-to-shift continuity by documenting incident status major incident updates key risks planned changes backlog position pending actions and accountable owners.

• Provide project task and operational support including participation in deployments cutovers transitions and hypercare; ensure operational readiness (runbooks monitoring access support model) and support continual improvement initiatives (automation process optimization documentation updates).

• Ensure high operational discipline:timelyresponse to alerts/ticketsaccuraterunbook execution comprehensive ticket notes and consistent compliance with security controls and change management requirements.

• Operate within a rotating 24x7x365 shift model including Early/Late/Overnight rotations and weekend coverage.

• Maintain hands-on technical competenceto manage transversal support teams (IT Infra & Applications)and develop cross-functionalskillsto support operational resilience.

• Closely align and workwith Operations Functionals and Delivery Managers.

Required Qualifications & Experience:

• Bachelors degree in Information Technology Computer Science or a related field.

• Strong Communication & Interpersonal Skills

• Minimum7 years of experience in Operational Delivery lead or a related role.

• Strong understanding of ITIL Concepts ITSM process Major Incident Management & OperationalGovernance

• Excellent analytical decision making& problem-solvingskills.

• Work in a multicultural Global environment