We are hiring aShift Leadto oversee IT infrastructure and application monitoring in a fast-paced environment within the financial services industry. The role involves leading a 24/7 team, ensuring operational excellence, and mitigating potential IT impacts through advanced observability tools. Ideal candidates have over five years of IT service management experience, a strong grasp of infrastructure and cloud technologies, and practical knowledge of ITIL processes. This role provides an excellent opportunity to enhance leadership skills and contribute to critical operational efficiency
Key Responsibilities
Lead a team of Monitoring Analysts in a 24x7 operational setting, ensuring alerts are acted upon efficiently and escalated as incidents when required.
Oversee adherence to Standard Operating Procedures (SOPs), compliance, and effective use of observability tools for incident detection and resolution.
Provide leadership through team training, development, and performance management to maintain high engagement and expertise.
Continuously refine incident recovery processes in collaboration with technical stakeholders and Problem Management forums.
Ensure the generation and review of performance reports, client satisfaction metrics, and operational trends.
Actively foster a collaborative and positive team environment, emphasizing motivation and professional growth.
Proactively manage risk related to business compliance and IT regulatory standards.
Qualifications
Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years in IT service delivery and management roles, preferably in a Command Center environment.
Expertise in IT infrastructure domains (compute, storage, networking, enterprise backup).
Practical experience in ITIL processes, including Incident, Problem, and Change Management.
Familiarity with cloud operations on platforms like Azure and Google Cloud.
Knowledge of cybersecurity frameworks and event management technologies.
ITIL Intermediate (preferred).
Certifications in Azure, Google Cloud, Linux, or CCNA are advantageous.
Strong organizational and multitasking capabilities.
Demonstrated ability to remain composed under pressure while maintaining a problem-solving attitude.
Excellent collaboration and communication skills to work across teams and stakeholders.#J-18808-Ljbffr