Roles and Responsibilities:

10-12 years of experience.
Lead and manage day-to-day operations of the SOC, including shift planning, resource allocation and team supervision
Ensure rapid response and resolution of incidents and service requests
Act as a point of contact during major incidents and coordinate resolution efforts.
Develop and maintain standard operating procedures (SOPs), runbooks and documentation
Conduct regular training sessions and mentoring for SOC staff to enhance technical capabilities and performance
Track and report key performance (KPIs), SLA/OLA and incident metrics to Senior management
Collaborate with infrastructure and application teams for proactive maintenance planning
Ensure 24/7 coverage and effective handover between shifts
Act as a point of contact for any service-related escalation, identify the root cause and apply service improvements.

Job Requirements:

Skills / Experience required:

Minimum 5 years experience in technical operations roles in Service Operation Centre/Network Operation Centre /Batch Processing
Minimum 5 years experience in leadership or supervisory position within IT Operations Centre/Service Operation Centre/ Network Operation Centre
Proficient with monitoring tools and incident management platforms (ServiceNow)
Understanding of the batch scheduling tooling such as Control-M
Unix and Windows first level support experience(preferred)
AS400 experience or Mainframe experience (preferred)
Experience of using service management/incident management solutions (ideally ServiceNow)
Good verbal and written communication skills
Able to work under pressure and meet deadline
Confidence to work independently and within a fast-paced team in a busy environment
Ability to work in an environment with evolving requirements and dynamic schedules
Exceptional leadership, team management and communication skills
Strong analytical and troubleshooting skills
Organized and methodical with a focus on service quality and risk mitigation

VP - System Operations Center