Operations Lead

Operations Lead

Company - CA

1. Dev metrics - 70% weightage
2. Experience in Agile/Sprint based working
3. good understanding of sprint KPIs and quality/defect KPIs support metrics - 30% weightage
4. Experience in ServiceNow dashboards, reports
5. Incident, problem and change metrics/KPIsExperience in identifying trends, patterns, improvement areas etc
6. Hands on experience in creating reports/dashboards in ServicenNow and Jira
7. Experience in preparing slide decks
8. Exposure to QBRs and Ops reviews with leaders

JD :

Key Responsibilities:

• Monitor and track end-to-end IT project milestones and delivery status.
• Manage support ticket metrics and SLA compliance across IT teams.
• Develop and maintain dashboards and reports for operational and leadership review.
• Create and present concise, visually compelling slide decks for IT leadership.
• Analyze data to detect trends, performance anomalies, and systemic issues.
• Recommend corrective or preventive actions and monitor resolution progress to closure.
• Facilitate reviews with stakeholders to prioritize operational initiatives.
• Act as a liaison between delivery teams, support teams, and leadership for continuous alignment.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 10+ years of experience in IT operations, service delivery, or project tracking roles.
• Hands-on experience with

  Jira

  ,

  ServiceNow

  , and other ITSM or project management platforms.
• Strong understanding of ITIL practices;

  ITSM/ITIL certification preferred

  .
• Proven ability to convert raw metrics into actionable insights.
• Exceptional PowerPoint and presentation skills for executive communication.
• Detail-oriented mindset with a drive for efficiency and problem-solving.

The IT COE Operations Lead will drive visibility, consistency, and continuous improvement across IT delivery and support functions. The role focuses on tracking IT project delivery and support ticket SLAs, analyzing operational data for trends and performance gaps, and translating insights into actions. A strong emphasis is placed on reporting, governance, and executive-ready reviews using tools like Jira, ServiceNow, and advanced presentation platforms