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IT Operations Center Lead

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Alter Domus

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Location:
India , Hyderabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Alter Domus is seeking an IT Operations Center (IOC) Team Lead. The Team Lead will focus on managing a team of engineers whose objective is to provide high quality infrastructure managed services across Alter Domus globally. The manager will do this through ensuring the team meets targets in terms of service availability, incident response times and stakeholder feedback, whilst providing the energy and enthusiasm to maintain a strong, healthy team culture. You will be one of the team leaders, guiding the centralized IOC, which operates and provides support to the company 24/7. Your time will be spent assisting and coordinating the team, interfacing partners and clients (internal users) to solve problems, monitoring our systems, ensuring our IOC is a well-oiled machine. Please note: This will be a rotating shift.

Job Responsibility:

  • Provide day-to-day leadership for the IT Operations Center team, ensuring continuous monitoring of infrastructure, systems, services, and effective handling of alerts and incidents
  • Acts as the primary operational escalation point for major incidents, coordinating technical teams to restore service quickly and minimize business impact
  • Strong organizational and management skills to co-ordinate resources supporting live IT Operations
  • Able to prioritize and delegate critical work in a fast-paced environment to a skilled team
  • Understanding of ITIL Framework for Operations / Service Desk responsibilities ranging from incident management, service request fulfillment, problem management, alert management and P1 management
  • Ability to write and hold the team accountable for processes such as Knowledge Base Articles (KBs) and Standard Operation Procedures (SOPs)
  • Technical experience across various infrastructure types (physical, cloud-based) and their monitoring tools
  • Offers weekly rotational on-call availability for the team to assist with critical issues
  • Ability to provide constructive, direct, and actionable feedback to the team based on work performance metrics
  • Facilitate and lead both regular and ad-hoc meetings
  • Evaluate, develop, and deploy new processes and policies to increase production and efficiency of the IOC
  • Develop and produce monthly reports on the performance of the team and demonstrate progress against agreed Service Level Objectives (SLAs)
  • Ensure performance of the team can be measured through SLA monthly reports
  • Champions a culture of stability and continuous improvement
  • Problem Solving An ability to engage the process and best practice associated with creative problem solving
  • Deploy practical problem-solving techniques to help resolve critical incidents
  • A methodical approach to incident management which identifies similarities and overlaps to recognize problems and recommend improvements and mentors the team members to develop their skills
  • Awareness of the needs of developing professional relationships
  • An understanding of IT Resilience metrics and service level agreements (SLA's)
  • An ability to provide clear and appropriate updates to colleagues in a professional and appropriate fashion
  • An ability to work towards clearly defined priorities
  • An ability to maintain a professional and courteous demeanor while at times working under pressure
  • An ability to manage one’s workload to ensure adherence to predefined SLA based on business priorities
  • An ability to multi-task and respond to changing priorities
  • Ability to manage 3rd parties and managed service providers
  • Conduct regular SLA/KPI meetings

Requirements:

  • Bachelor’s degree in computer science or related area required
  • Minimum 6+ years NOC Leadership or Operation Management experience
  • Minimum 3+ years NOC System Administration or Help Desk experience
  • Minimum 2+ years of tools and monitoring experience and ticketing systems
  • Experience in Microsoft technologies (O365, autopilot) is highly desirable
  • Experience developing ways to monitor, measure, and report the IOC’s performance
  • Experience building and maintaining relationships with supporting partners and customers
  • Managed Services support experience preferred
  • ITIL methodologies and/or certification preferred
  • General knowledge of system integration and networking architectures
  • General knowledge with IP switched/router/based networks
  • General knowledge of Windows Server, active directory, group policy, UNIX/Linux , Storage Technologies, Virtualization

Nice to have:

  • Experience in Microsoft technologies (O365, autopilot) is highly desirable
  • Managed Services support experience preferred
  • ITIL methodologies and/or certification preferred
What we offer:
  • Support for professional accreditations
  • Flexible arrangements, generous holidays, plus an additional day off for your birthday
  • Continuous mentoring along your career progression
  • Active sports, events and social committees across our offices
  • 24/7 support available from our Employee Assistance Program
  • The opportunity to invest in our growth and success through our Employee Share Plan
  • Plus additional local benefits depending on your location

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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