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.
• Additional certifications in incident management, service operations, or cybersecurity are an advantage.

Minimum Experience

• 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.
• Experience in government digital platforms, identity services, critical national systems, or high-availability environments is preferred.

Technical Competencies

• 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