Service Operations Control Centre Lead

About the Role

We are looking for an experienced SOCC Lead to manage and oversee Service Operations Control Centre activities. This role will provide centralised operational oversight across IT infrastructure and applications, ensuring service stability, availability and effective incident coordination.

Key Responsibilities

• Lead the day-to-day operations of the Service Operations Control Centre.
• Oversee centralised monitoring across IT infrastructure and applications.
• Ensure timely detection, escalation and coordination of operational incidents.
• Act as the single point of operational contact for technical teams and stakeholders during escalations.
• Manage shift-based operations, including scheduling, handovers and operational coverage.
• Maintain effective operational control and service availability.
• Leverage AI-assisted monitoring, anomaly detection and incident-management tools to improve operational outcomes.
• Identify opportunities to automate operational processes through runbook automation, incident-response automation and workflow orchestration.

Requirements

• Minimum 5 years of experience in IT operations, infrastructure monitoring or service operations.
• Minimum 2 years in a lead/supervisory capacity within a SOCC or similar operational-control environment.
• Experience managing shift-based operational teams.
• Strong incident and escalation management experience.
• Familiarity with AI and automation technologies for IT operations.
• Strong analytical, communication, leadership and interpersonal skills.