About ETS

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

We are looking for an experienced Technology Operations Lead to support our IT Operations and Service Management functions. This is an individual contributor role that combines hands-on technical expertise in Dynatrace monitoring and observability with ITIL Process Lead responsibilities.

The primary focus of this role will be to manage and enhance our Dynatrace monitoring capabilities across applications and infrastructure, improve monitoring coverage, proactively identify potential service disruptions, and drive improvements in alerting, event correlation and integration with ServiceNow.

In addition, the individual will serve as an ITIL Process Lead, actively participating in Incident, Major Incident, Problem, Change and other Service Management processes. This includes supporting day-to-day process execution, ensuring adherence to established standards, identifying process gaps, and working with cross-functional teams to drive operational improvements.

The ideal candidate will be someone who is technically robust, understands ITIL practices, and can work independently while collaborating with application, infrastructure and Service Management teams. The role requires a hands-on approach, strong analytical and problem-solving skills, and the ability to translate monitoring insights into meaningful improvements in service reliability and operational efficiency.

Please describe in some detail the level of supervision provided:

The manager will provide overall direction, guidance, and support as needed. However,



the individual is expected to have the technical expertise, knowledge, and experience to work independently with minimal supervision, take ownership of responsibilities, make informed decisions, proactively identify and address issues, and drive assigned activities to completion.

CRITICALITY -

This role is critical to ETS Technology Operations, supporting service reliability, operational stability, and effective IT Service Management. The individual is accountable for maintaining and improving Dynatrace monitoring capabilities, proactively identifying issues, reducing monitoring gaps, and supporting ITIL processes. The role requires close collaboration with application, infrastructure, and Service Management teams to manage operational risks and ensure timely delivery of outcomes. Gaps in execution could impact incident detection, service availability, and business continuity.

COMPLEXITY -

The role involves a moderate to high level of complexity, requiring a combination of technical expertise, analytical thinking, and sound judgment. While established processes and guidelines are in place, the individual must be able to handle ambiguous situations, troubleshoot complex technical issues, and make informed decisions independently. The role also requires working across multiple teams with competing priorities, coordinating dependencies, and collaborating with stakeholders to resolve issues and achieve operational objectives.

Required Skills

- Strong hands-on experience with Dynatrace monitoring, configuration, troubleshooting, and application performance management.
- Good understanding of ITIL processes, particularly Incident, Major Incident, Problem, Change, and Event Management.
- Experience with ServiceNow or similar ITSM platforms and monitoring integrations.
- Strong analytical, problem-solving, and technical troubleshooting skills.
- Ability to work independently, manage priorities, and take ownership of deliverables.
- Effective communication, stakeholder management, and cross-functional collaboration skills.
- Experience with cloud infrastructure, monitoring automation, and continual service improvement.
- ITIL Foundation and Dynatrace certifications preferred.

POSITION SPECIFICATIONS -

Education, Certifications, Or Special Licenses

Bachelor’s degree in Information Technology, Computer Science, or a related field,



or an equivalent combination of education and relevant professional experience. ITIL Foundation and Dynatrace certifications are preferred.

Relevant Years Of Experience Required

10–12 years of relevant experience in IT Operations, with strong hands-on expertise in Dynatrace monitoring, application performance management, and IT Service Management processes. Experience working in enterprise environments with ServiceNow and ITIL practices is preferred.

Other Requirements (Specialized Skill Sets, Behavioral/technical)

- Strong technical aptitude with the ability to independently troubleshoot complex application and infrastructure monitoring issues.
- Proactive approach to identifying operational risks, monitoring gaps, and opportunities for improvement.
- Ability to manage multiple priorities and deliver results with minimal supervision.
- Strong communication, interpersonal, and stakeholder management skills.
- Ability to collaborate effectively with cross-functional teams in a global environment.
- Sound judgment, accountability, and a strong sense of ownership in handling critical operational issues.
- Adaptability to changing business priorities, technologies, and operational requirements.

ETS is mission driven and action oriented

- We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
- We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
- As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
- The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.

📌 Technical Operations Lead (Delhi)
🏢 Ets
📍 Delhi