Lead Support Engineer - IT Operations

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.

Requirements :

- 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.

- Dev metrics - 70% weightage.

- Experience in Agile/Sprint-based working.

- Good understanding of sprint KPIs and quality/defect KPIs support metrics - 30% weightage.

- Experience in ServiceNow dashboards, reports.

- Incident, problem, and change metrics/KPIs.

- Experience in identifying trends, patterns, improvement areas, etc.

- Hands-on experience in creating reports/dashboards in ServiceNow and Jira.

- Experience in preparing slide decks.

- Exposure to QBRs and Ops reviews with leaders.