Service Operation Lead

Job Responsibilities

• Own end-to-end operational monitoring, issue management, and service restoration across the firm's technology platforms and business services.
• Lead major issue resolution efforts as the primary technical coordinator, directing cross-functional engineering and support teams to restore services and resolve critical production issues.
• Manage escalation paths and maintain clear, timely communications with senior stakeholders and business partners during service disruptions.
• Define, track, and report on service availability, operational KPIs, and SLA compliance; present findings to senior leadership on a regular cadence.
• Review recurring issues to identify root causes and drive structured problem management and operational improvement initiatives.
• Ensure runbooks, escalation matrices, and operational procedures are current, accurate, and fit for purpose.
• Champion automation and AIOps tooling to reduce alert noise, manual effort, and mean time to resolution (MTTR).
• Provide leadership, coaching, and performance management to operational team members across shifts.
• Own operational reporting and deliver executive-level briefings on service health and risk posture.
• Partner with technology and business change teams to assess operational readiness ahead of new releases and deployments.

Qualifications

• 7+ years of experience in IT service operations, production support, NOC, or command centre environments, ideally within financial services or asset management.
• Strong knowledge of ITIL or equivalent service management frameworks; ITIL v4 certification preferred.
• Hands-on familiarity with ITSM and observability platforms (e.g., ServiceNow, Dynatrace, Splunk, PagerDuty, Datadog).
• Experience with Jira and Confluence as ticketing and documentation systems.
• Exposure to AIOps, automation tooling, or shift-left operational practices is an advantage.

Pay

Salary: $125,000 – $160,000, Plus Bonus