Lead Consultant - IT Ops

Inviting applications for the role of Principal Consultant - IT Ops Analyst

In this role, you will lead major incident response, coordinate technical teams, ensure service reliability, and support executive users while driving automation and continuous improvement across IT operations.

Responsibilities

Serve as Tier 2 support for IT Infrastructure and Lead Major Incident and Crisis Management activities

Coordinating technical teams and managing executive-level bridge calls and communications.

Conduct Post-Incident Reviews (PIRs), documenting root causes and driving preventive actions.

Monitor alerts from MGS Monitoring Centre tools, perform event correlation, and reduce false positives to prevent user impact.

Collaborate with third-level support teams to drive proactive and reactive Problem Management and implement permanent fixes.

Act as Technology Lead for one or more domains, working to reduce incident recurrence and improve system reliability.

Support project teams during service transitions, ensuring smooth integration of new technologies into operations.

Train and coach Service Desk (L1) agents, enhancing the Knowledge Base and leading handover sessions.

Provide premium support for executive users (ECS), ensuring high-touch service and discretion.

Contribute to digital transformation initiatives by identifying automation and AI opportunities within IT Operations.

Qualifications we seek in you!

Minimum Qualifications

ServiceNow or other ITSM tools

Monitoring platforms (e.g., Splunk, Dynatrace, DataDog )

Familiarity with Microsoft 365, SAP, Unix, Networking

Crisis Management & Executive Communication

Advanced Incident Resolution (beyond L1 scope)

Root Cause Analysis & Problem Management

Event / Alert Triage and Monitoring Systems

Technical Domain Expertise (e.g., Infra, SAP, Cloud)

Behavioural & Leadership Competencies :

Strong collaboration across global teams

Customer-centric mindset

Knowledge sharing and peer coaching

Continuous improvement and digital innovation focus

Preferred Qualifications / Skills

Exposure to automation / AI / chatbot tools (preferred)