Integrated Operations Center (IOC) Lead

RoleSystems Limited is looking for an experienced Integrated Operations Center (IOC) Lead to oversee 24/7 IT operations, ensure service availability and performance, and drive operational excellence. The ideal candidate will have strong expertise in IT Service Management (ITSM), incident management, monitoring tools, team leadership, and continuous improvement.ResponsibilitiesLead and manage day-to-day IOC operations, ensuring seamless 24/7 service coverage, shift planning, and effective team coordination.Oversee ITIL-aligned Incident, Problem, Change, Event, and Request Management processes.Manage major incidents, escalations, stakeholder communications, and root cause analysis (RCA).Ensure SLA/OLA compliance, monitor service performance, and drive timely incident resolution.Manage monitoring and observability tools such as Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog, and Grafana.Oversee ITSM ticket workflows, automation, reporting, and dashboards using JIRA Service Management or equivalent tools.Maintain knowledge bases, SOPs, runbooks, and troubleshooting documentation.Identify opportunities for process optimization, automation, and continuous service improvement.Track operational KPIs, incident trends, MTTA/MTTR, and service availability.Collaborate with infrastructure, application, network, security, and vendor teams to ensure operational efficiency.Prepare operational reports and present service performance insights to senior management.RequirementsBachelor's degree in IT, Computer Science, Engineering, or a related field.8–10+ years of experience in IT Operations, NOC/IOC, Service Desk, or IT Service Delivery, including at least 3 years in a leadership or supervisory role.Strong hands-on expertise in ITSM processes, ITIL frameworks, and Major Incident Management.Proven experience managing 24/7 operations, shift-based teams, and escalation procedures.Hands-on experience with monitoring, alerting, and observability tools.Experience with JIRA Service Management or equivalent ITSM platforms; JIRA preferred.Strong knowledge of Knowledge Base Management, SOP documentation, and operational governance.Demonstrated experience in continuous improvement, automation, and operational efficiency.Excellent leadership, stakeholder management, communication, and problem-solving skills.ITIL v3/v4 Foundation certification preferred.Exposure to AWS, Azure, GCP, hybrid infrastructure, scripting (Python, PowerShell, Ansible), or AIOps will be an added advantage.