Title: Team Leader

Location: Gurgaon, India

Who We Are:

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built solid industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat.

Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

Fareportal is one of the leading sellers of airline tickets in the United States. We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.

Highlights

- Fareportal is the number 1 privately held online travel company in flight volume.
- Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
- 2019 annual sales exceeded $5 billion.
- Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,500 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Role Summary:

We are seeking an experienced and highly motivated Team Lead for Enterprise Management Service to lead 24x7 enterprise monitoring, global command center and IT operations supporting critical business services across Infrastructure, Cloud, Applications, Databases, Network, and Security domains.

The ideal candidate will possess strong expertise in enterprise monitoring, monitoring tools, Incident and Problem Management, ITSM processes, Azure cloud operations, and Windows/Linux environments and a good hands-on MS suite. This position will be responsible for driving automations, operational excellence, leading major incident response, improving service reliability, mentoring team members, and ensuring proactive monitoring across the enterprise landscape.

Experience & Qualifications:





- Bachelor's Degree in Computer Science, Information Technology, Engineering.
- 8+ years of experience in Global Command Center (GCC), NOC, IT Operations, Enterprise Monitoring, Service Operations environments.
- Minimum 2 years of team leadership, mentoring, or supervisory experience.
- Strong understanding of ITIL Service Management principles and practices.
- Experience supporting 24x7 global IT operations environments.
- ITIL, MS Azure, Linux, Windows, CCNA, Observability, other relevant certifications preferred.

Key Responsibilities: As stated below but not limited to.

Operations Leadership

- Lead and manage Global Command Center operations supporting enterprise-wide infrastructure, applications, cloud platforms, observability platforms and business services.
- Provide technical guidance, coaching, mentoring, and operational leadership to GCC engineers and analysts.
- Drive a proactive operational culture focused on service availability, reliability, and customer experience.
- Manage shift operations, resource allocation, performance reviews, and operational governance.

Monitoring & Event Management

- Oversee enterprise monitoring platforms and ensure effective monitoring coverage across infrastructure, applications, websites, databases, and cloud services.
- Drive monitoring enhancements, alert tuning, event correlation, and noise reduction initiatives.
- Develop and maintain centralized dashboards, service health views, and executive reporting metrics.
- Ensure monitoring tools are optimized to provide proactive detection and rapid response capabilities.

Incident & Problem Management

- Lead Major Incident Management (MIM) calls and coordinate technical teams during critical service disruptions.
- Ensure timely escalation, stakeholder communication, and service restoration.
- Conduct post-incident reviews, Root Cause Analysis (RCA), and Problem Management activities.




- Identify recurring issues and drive permanent corrective actions and service improvements.

Infrastructure & Cloud Operations

- Provide operational oversight of Windows and Linux server environments.
- Support Azure-based workloads and cloud monitoring solutions including Azure Monitor, Log Analytics, Application Insights, and related services.
- Collaborate with infrastructure, network, database, application, and security teams to ensure platform stability and availability.
- Monitor system performance, maintenance, capacity utilization, and service health.

ITSM & Process Governance

- Ensure adherence to Incident, Problem, Change, Event, and Request Management processes.
- Drive continuous improvement initiatives aligned with ITIL best practices.
- Maintain SOPs, operational runbooks, knowledge articles, and escalation matrices.
- Support compliance, risk management, audit requirements, and operational governance reviews.

Automation & Continuous Improvement

- Identify opportunities for operational automation and service optimization.
- Utilize scripting and automation technologies to reduce manual effort and improve operational efficiency.
- Drive tool integrations, centralized monitoring, and single-pane-of-glass visibility initiatives.
- Evaluate emerging technologies and recommend improvements to enhance service reliability and operational maturity.

Reporting & Stakeholder Management

- Publish daily, weekly, and monthly operational reports and service metrics.
- Present incident trends, service health, SLA performance, and improvement initiatives to leadership. Good hands on MS suite.
- Work closely with business stakeholders, vendors, and support teams to maintain operational excellence.
- Serve as the primary escalation point during critical incidents and service-impacting events.

Preferred Skills:

- PowerShell, Python, Shell Scripting, automation tools.
- Azure AppInsights, SolarWinds, SCOM, Grafana, and observability platforms.
- Knowledge of AIOps, Event Correlation, and Monitoring Automation.
- Exposure to DevOps and Site Reliability Engineering (SRE) practices.
- Major Incident and Problem Management, ITSM.
- Open to work in 24x7 shift operations.

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