IT Operations & Platform Lead

About the role

The role is responsible for leading enterprise‑wide IT operations, including the Emergency Operations Center (EOC) and Service Desk. It ensures rapid incident resolution, maintains service quality, and drives automation across the technology stack.

Key responsibilities

• Lead Enterprise Operations, EOC and Service Desk activities, managing Major Incident Management (MIM) to ensure swift service restoration.
• Oversee Service Desk and Field Support teams, meeting SLA and CSAT targets.
• Administer ServiceNow ITSM/ITOM, CMDB, workflows and automation.
• Manage vendors and escalated COTS application support.
• Direct Network, Security, Servers, Virtualization, Storage and Backup operations, including platforms such as Oracle OVM, Dell PowerEdge, PowerScale/Isilon.
• Ensure disaster‑recovery readiness, data protection and capacity planning.
• Manage security and IAM solutions, e.g., Ping Federate.
• Lead Oracle Apps DBA operations for Oracle E‑Business Suite and oversee Ultimus BPM, KNIME and ETL/Data Science platforms.
• Implement monitoring and observability tools like SolarWinds, Datadog and Zabbix.
• Handle endpoint management with SCCM/Intune and drive automation, IaC and DevSecOps initiatives.

Required profile

• Proven experience leading IT operations, service desk, and major incident management.
• Strong background in platform administration, vendor management and security operations.

Required skills

• ITSM / Service Management (ServiceNow ITSM/ITOM)
• Virtualization and Compute (Oracle OVM, Dell PowerEdge)
• Storage & Backup (PowerScale/Isilon)
• Database Administration (Oracle E‑Business Suite)
• Network & Security (Ping Federate, general network security)
• Automation & Scripting (IaC, DevSecOps, automation scripting)
• Monitoring & Observability (SolarWinds, Datadog, Zabbix)
• Enterprise Platforms / COTS (Ultimus BPM, KNIME, ETL/Data Science)
• Endpoint Management (SCCM, Intune)