ITOC Team Lead

• →24x7 Monitoring & Event Response: Lead real-time monitoring of critical IT services, infrastructure, circuits, servers, storage, virtualization, cloud platforms, security alerts and business applications.
• →Incident Command & Coordination: Act as shift-level incident lead for major alerts or outages, coordinate technical bridges, assign investigation actions, track progress and drive issues toward restoration.
• →Technical Triage & Troubleshooting: Perform initial and advanced triage across network, Windows/Linux, virtualization, database, middleware, backup, storage and application layers before escalation.
• →Escalation Ownership: Engage appropriate Level 2/Level 3 teams, vendors, exchanges, network providers and service owners, while continuing to own the incident until resolution or clear handover.
• →Business & Stakeholder Communication: Prepare clear operational updates, outage notifications, awareness messages and resolved communications for service owners, Service Desk and impacted business groups.
• →Shift Leadership & Handover Quality: Manage shift priorities, ensure clean shift handovers, maintain situational awareness of active incidents, planned maintenance, pending escalations and operational risks.
• →Runbook & SOP Management: Create, review and improve operational runbooks, escalation matrices, alert response procedures and knowledge articles to improve consistency across shifts.
• →Post-Incident Review Support: Contribute to incident timelines, impact summaries, root-cause follow-up, corrective actions and problem-management tracking.
• →Operational Reporting & Metrics: Track and report key metrics such as alert volumes, incident trends, SLA adherence, MTTA, MTTR, recurring issues, handover quality and automation opportunities.
• →Monitoring Quality & Alert Hygiene: Identify noisy, duplicate or low-value alerts and work with engineering teams to improve thresholds, coverage, routing and actionable alert design.
• →Automation & Continuous Improvement: Identify repetitive operational tasks suitable for automation using scripts, APIs, workflows or AI-assisted tooling; support safe automation adoption with proper controls.
• →Team Mentoring & KT: Coach junior ITOC engineers, support onboarding, conduct knowledge-transfer sessions and promote consistent troubleshooting and communication standards.
• →Change & Maintenance Support: Monitor planned changes, validate post-change service health, support maintenance windows and raise concerns when service risk is observed.
• →Compliance & Documentation Discipline: Ensure incidents, escalations, evidence, actions and communications are documented accurately in tickets according to defined policies and SOPs.

4 days in office per week