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IT Support & Operations Lead
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline.
- Professional certification in IT Service Management, such as ITIL, is preferred.
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Additional certifications in incident management, service operations, or cybersecurity are an advantage.
- Minimum 7 years of relevant experience in IT operations, production support, service management, or digital platform operations.
- Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams.
- Proven experience in incident management, root cause analysis, service monitoring, and stakeholder coordination.
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Experience in government digital platforms, identity services, critical national systems, or high-availability environments is preferred.
- IT operations and production support management
- Incident management and major incident handling
- Root Cause Analysis and problem management
- Service monitoring and operational reporting
- Ticketing systems and SLA management
- Operational governance and documentation
- Change and release readiness support
- Stakeholder and vendor coordination
- Risk identification and escalation
- Operational investigation and issue analysis
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