Job Summary

IOC Global Leader is responsible for overseeing the day-to-day operations of the IOC, ensuring continuous monitoring, incident management, service restoration, and operational excellence across the technology landscape. The role serves as the central point of leadership for managing infrastructure, application, network, and service monitoring teams while maintaining high service availability and meeting business expectations.

The IOC Leader drives proactive monitoring strategies, incident response processes, escalation management, and continuous service improvement initiatives. They collaborate closely with infrastructure, application support, cybersecurity, service management, and business teams to minimize service disruptions and enhance operational resilience.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Your key responsibilities

- Lead and manage IOC operations on a 24x7 basis.
- Ensure timely detection, analysis, escalation, and resolution of incidents.
- Monitor the health and performance of networks, systems, applications, and business services.
- Drive adherence to SLAs, OLAs, and operational KPIs.
- Coordinate major incident management and communication during service outages.
- Implement proactive monitoring, automation, and observability solutions.
- Analyse operational trends and identify opportunities for service improvement.
- Manage IOC staffing, resource planning,



and capability development.
- Collaborate with service owners, vendors, and technology teams to improve service reliability.
- Develop operational procedures, runbooks, and governance frameworks.
- Provide leadership reporting on service performance, risks, incidents, and improvement initiatives.

Skills and attributes for success
- Strong leadership and people management skills.
- Expertise in IT operations, network management, and infrastructure services.
- Experience with monitoring and observability platforms.
- Incident, problem, and change management knowledge (ITIL-based practices).
- Excellent stakeholder management and communication capabilities.
- Strong analytical and decision-making skills.
- Ability to perform under pressure and manage critical incidents effectively.
- Focus on continuous improvement, automation, and operational excellence

A successful IOC Global Leader ensures stable, resilient, and productive operations by balancing people, processes, and technology. They enable proactive service management, reduce operational risks, improve customer experience, and support business continuity through high availability of critical IT services

Preferred Qualifications

- Experience: 20 - 25+ years of relevant experience in Service Delivery

What we look for
- Thought leadership
- Strategic Thinking
- Automation & standardization
- Relationship Management
- Interpersonal & Influencing skills
- Good communication skills
- Data-driven decision making

📌 IOC Global Leader (Kochi)
🏢 EY
📍 Kochi