[BD] IT Operations & Support Lead (1 year Contractor)

This position will be contracted through Boschs external vendor under a one-year agreement.

A Senior IT Operations & Support Lead for a global software product is a leadership role responsible for the stability scalability and continuous improvement of IT services that power the product globally.

The primary goal is to bridge the gap between development and operations ensuring that the software product is delivered reliably to customers worldwide while managing global infrastructure vendor relationships and cross-functional teams.

Key Responsibilities

• Oversee Operations & Support: Define and manage global Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure high product availability and performance.
• Global Incident & Problem Management: Act as the ultimate escalation point for critical incidents overseeing root cause analysis and implementing preventive measures.
• Change & Governance: Lead the Change Advisory Board (CAB) to govern technical changes ensuring minimal disruption during global product updates.
• Strategic Infrastructure Planning: Design and manage the roadmap for cloud-based (AWS Azure Google Cloud) and hybrid infrastructures to support product growth.
• Supplier Relations: Manage internal service providers (SaaS IaaS) deliverables and oversee operational expenditure (OpEx).
• Team Management: Mentor and lead distributed and multicultural teams of system administrators SREs and support specialists.
• Continuous Service Improvement (CSI): Drive initiatives to automate repetitive tasks and optimize operational costs (often targeting 10% YoY efficiency gains).

Qualifications :

Education & Experience

• Education: Bachelors degree in Computer Science IT or a related field; a Masters degree is highly preferred.
• Experience: Minimum of 10 years in IT operations with at least 5 years in a managerial role specifically within a global software or technology environment. 

Core Technical Skills

• Frameworks: Expert knowledge of ITIL v4 (Expert/Master level) COBIT or ISO/IEC 20000.
• Cloud & DevOps: Deep proficiency in cloud platform operations and modern practices like DevOps SRE and AIOps.
• Monitoring Tools: Experience with enterprise-level monitoring (e.g. SolarWinds Splunk Prometheus) and ITSM tools (e.g. ServiceNow Jira Service Management).
• Compliance: Strong understanding of global data regulations (GDPR SOC2) and security best practices (CISSP). 

Soft Skills

• Stakeholder Management: Ability to communicate complex technical strategies to non-technical stakeholders.
• Crisis Management: Maintaining a professional demeanor and decisive leadership during high-pressure system outages.
• Strategic Vision: Ability to align IT operations with long-term global business objectives. 

Additional Information :

This position will be contracted through Boschs external vendor under a one-year agreement.

Remote Work :

No

Employment Type :

Full-time