Job Summary
Lead 24x7 rotational-shift operations and provide hands-on, cross-technology support to maintain service availability, accelerate incident restoration, and guide the team toward measurable operational outcomes.
Key Responsibilities
1. Lead 24x7 rotational-shift operations, including roster coverage, workload allocation, technical triage, escalation management, and cross-shift continuity.
2. Maintain active oversight of Proactive P1/P2 incidents, assess business and service impact, assign clear ownership, and drive timely restoration.
3. Troubleshoot issues across multiple technologies, including servers, operating systems, networks, databases, middleware, applications, cloud platforms, storage, security, and end-user services.
4. Use monitoring and observability tools to analyse alerts, events, metrics, logs, traces, dashboards, topology, and service dependencies, and correlate them to determine end-to-end impact.
5. Coordinate with resolver groups, L2/L3 teams, vendors, Incident Management, service owners, and business stakeholders during high-impact events.
6. Manage queue health, acknowledgement, response, restoration, SLA, escalation, backlog, and shift-performance metrics throughout the shift.
7. Ensure accurate shift handovers covering event timelines, incident records, pending actions, risks, ownership, and management notifications.
8. Coach and guide team members on structured troubleshooting, evidence collection, runbook execution, incident communication, and technical decision-making.
9. Set clear team priorities, monitor individual and shift outcomes, remove delivery blockers, and provide timely feedback to improve quality and productivity.
10. Drive continuous improvement through alert tuning, event correlation, automation, runbook enhancement, knowledge management, problem identification, and recurring-incident reduction.
11. Prepare operational reports and communicate service health, risks, trends, achievements, and improvement actions to management and stakeholders.
Skill Requirements
. Demonstrated experience as an enterprise monitoring, NOC, service operations, or multi-technology shift lead in a large and complex IT environment.
Willingness and ability to work in a 24x7 rotational-shift model, including nights, weekends, and public holidays, as scheduled.
Strong team-lead experience, including shift management, work allocation,