Job description:

The IT Operations Process Lead is responsible for developing, implementing, and maintaining operational processes and procedures across the IT organization. This role ensures the efficiency, reliability, and scalability of IT operations while promoting best practices and continuous improvement.

## Key Responsibilities

### Process Development and Management
- Design, document, and implement IT operational processes and procedures
- Maintain and optimize ITIL-based service management processes
- Lead process improvement initiatives through data analysis and stakeholder feedback
- Develop and maintain process documentation, workflows, and standard operating procedures
- Monitor process performance and compliance through KPIs and metrics
- Adapt and optimize ITIL and other processes for a Hyperscaler environment

### Team Leadership
- Guide and mentor team members on process execution and best practices
- Coordinate with cross-functional teams to ensure process alignment
- Lead process-related training sessions and workshops
- Facilitate change management and process adoption across the organization

### Operational Excellence
- Identify automation opportunities to streamline operations
- Manage incident, problem, and change management processes
- Ensure service level agreements (SLAs) are met consistently
- Conduct regular process audits and assessments
- Drive operational efficiency and cost optimization initiatives

## Required Qualifications

### Education and Experience
- Bachelor's degree in Information Technology, Computer Science, or related field
- 5+ years of IT operations experience
- 3+ years of process management experience
- ITIL v4 Foundation certification (higher levels preferred)

### Technical Skills
- Strong knowledge of ITSM tools and platforms
- Experience with process mapping and workflow design
- Proficiency in data analysis and reporting tools
- Understanding of IT infrastructure and service delivery

### Soft Skills
- Excellent leadership and team management abilities
- Strong analytical and problem-solving skills
- Outstanding written and verbal communication
- Project management capabilities
- Change management expertise

## Preferred Qualifications
- Master's degree in related field
- PMP or similar project management certification
- Six Sigma certification (Green Belt or higher)
- Experience with enterprise-level digital transformation
- Knowledge of agile methodologies

• To effectively manage a team of project managers to ensure timely completion of all customer project deliverables assigned to each team member
• To provide required support to resolve escalated issues related to programs/projects undertaken and team performance
• To manage excellent relationships with customer/business units and ensure postive cusomer satisfaction for deliverables provided
• To implement best practices, develop processes/procedures and identify process efficiency measures so as to improve deliverables' quality & innovate global project management methodology with a view to maximise value provided to the business units
• To contribute to business growth through expansion of current service offerings and is accountabe for scope, buget and delivery of projects
• To monitor the progress of all projects and deliverables so as to submit weekly project status reports in a timely manner
• To review & analyse deliverables and performance of teams across projects to ensure that all project deliverables are completed in the agreed customer timelines