Integrated Operations Center (IOC) Lead

Systems Limited is seeking an experienced Integrated Operations Center (IOC) Lead to manage and oversee 24/7 IT operations, ensuring high service availability and optimal performance. The successful candidate will be responsible for driving operational excellence through effective team leadership, incident management, and continuous improvement initiatives. This role requires strong expertise in IT Service Management (ITSM), monitoring tools, and coordination across multiple technical teams.

Key Responsibilities

Lead and manage daily IOC operations to guarantee seamless 24/7 service coverage, including shift planning and team coordination. Oversee ITIL-aligned processes such as Incident, Problem, Change, Event, and Request Management to maintain operational standards. Take charge of major incident management, including escalations, stakeholder communications, and conducting root cause analysis (RCA) to prevent recurrence.

Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) by monitoring service performance and driving timely incident resolution. Manage and optimize monitoring and observability tools such as Nagios, SolarWinds, Zabbix, Dynatrace, Splunk, Datadog, and Grafana to maintain system health and alerting accuracy.

Oversee ITSM ticket workflows, automation, reporting, and dashboards using JIRA Service Management or equivalent platforms. Maintain and update knowledge bases, Standard Operating Procedures (SOPs), runbooks, and troubleshooting documentation to support operational consistency.

Identify opportunities for process optimization, automation, and continuous service improvement to enhance operational efficiency. Track key operational metrics including KPIs, incident trends, Mean Time to Acknowledge (MTTA), Mean Time to Resolve (MTTR), and overall service availability.

Collaborate closely with infrastructure, application, network, security, and vendor teams to ensure smooth operations and quick issue resolution. Prepare detailed operational reports and present service performance insights to senior management for informed decision-making.

Required Qualifications

Bachelor’s degree in IT, Computer Science, Engineering, or a related discipline. A minimum of 8–10 years of experience in IT Operations, Network Operations Center (NOC)/IOC, Service Desk, or IT Service Delivery, with at least 3 years in a leadership or supervisory capacity.

Strong hands-on expertise in ITSM processes, ITIL frameworks, and Major Incident Management. Proven ability to manage 24/7 operations, shift-based teams, and escalation procedures effectively. Practical experience with monitoring, alerting, and observability tools is essential.

Proficiency in JIRA Service Management or equivalent ITSM platforms, with a preference for JIRA. Solid knowledge of Knowledge Base Management, SOP documentation, and operational governance practices. Demonstrated success in driving continuous improvement, automation, and operational efficiency.

Excellent leadership, stakeholder management, communication, and problem-solving skills are critical to this role.

Preferred Qualifications and Benefits

ITIL v3 or v4 Foundation certification is preferred. Exposure to cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP), as well as hybrid infrastructure environments, is advantageous. Familiarity with scripting languages like Python, PowerShell, Ansible, or experience with AIOps tools will be considered a plus.

This position offers the opportunity to lead a critical function within a dynamic IT environment, contributing to the stability and growth of Systems Limited’s operations.