Digital Operations Team Lead – End User Services

Job Title- Digital Operations Team Lead – End User Services
Location: Bangalore, India
Employment Type: Permanent

PURPOSE:
The Operations Service Line Lead is accountable for safe, secure, reliable, resilient, and cost efficient service operations of digital services within their accountable service line. The operations service line lead will ensure that proactive and predictive monitoring, incident response, service request fulfilment, problem management, work requests and continuous improvement efforts are effectively managed, routines established and operations conducted in a disciplined, predictable and high quality manner within their service line team. The operations service line lead must embody and lead through example, establishing a culture that represents Companies Values and also drive and embed an operational culture and rhythm of safety, ownership, transparency, cultivate an ideas meritocracy and establish operational excellence and lean work practices

Responsibilities and Accountabilities

• Enables and establish a high performing service line team with strong operational disciplines, processes and practices that drives safe, secure, reliable, resilient, and cost efficient service operations.
• Ensure service line team have effective proactive and predictive monitoring, track and deliver high quality incident response, service request fulfilment, problem management, work requests and continuous improvement.
• Lead and drive a culture of safety, high performance, high ownership, high agency focused on delivering value and results to the business.
• Facilitates key delivery events and cadences, ensuring planning, review, and improvement activities are purposeful, time‑boxed, and focused on delivery outcomes rather than ceremony.
• Fosters strong team collaboration and communication, creating a transparent, inclusive, ideas meritocracy environment that supports alignment, trust, and effective problem solving.
• Foster a culture of writing and sharing, creating a practice of documenting processes, practices, knowledge articles, incident resolution, problem resolution, best practices and solutions well and thoroughly.
• Proactively identifies and removes problems that impact service security, reliability, resiliency, working with global Subject Matter Experts (SMEs), Engineering, Practice Leads and relevant stakeholders to resolve issues and gaps.
• Monitors service operational performance and flow, tracking trends in incidents, requests, problems, and identify root causes proactively to either resolve or improve the service performance. Develop and monitor key performance metrics to provide insight and support data informed improvement.
• Enables transparent stakeholder communication, ensuring issues, risks, problems, causes and solutions are clearly understood and appropriately communicated.
• Support operational excellence and lean operational practices, constantly working with the team to identify areas of improvement that drive greater efficiency and productivity into the service or work processes.
• Ensures adherence to global Digital standards, blueprints, policy and guidelines.
• Ensure all Major Incident (P1, P2) are appropriately communicated to relevant stakeholders and leadership, and managed to a high level of urgency, seeking resolution of issues aligned to business priorities and risk to company.
• Ensure team members are empowered to deliver requests and changes with high throughput, whilst maintaining high quality of planning and execution with zero tolerance for unplanned, unapproved and unmitigated failed changes 

 
Skills and Experience:
Experience

• 10+ years in Operations or DevOps roles delivering operational support and leading teams within a large enterprise context.
• Proven track record implementing, operating and improving operational excellence using data, as well as discipline processes, procedures and routines
• Hands-on deep technical experience supporting On-Prem and Cloud End User Services Environments, managing end to end operational and maintenance activities, licensing, and EUS lifecycle management.
• Experience managing the EUS lifecycle, operations and maintenance of the following End User technologies (Microsoft Azure, Active Directory, Hybrid Joint Environments, Intune, Entra, Microsoft E5 suite, GPO, PKI, Windows, Microsoft Azure Update Manager, MECM, Autopilot, Application Packaging, Yubikey, Ysoft, Flexera, Microsoft Intune Remote Help, Microsoft Global Secure Access, Microsoft Azure Virtual Desktop, DNS, DHCP, CIS Security Benchmarks, Print Servers, File Servers, DFS, Follow-Me Printing, RBAC, Windows Hello, Passkey – FIDO2)
• Willing to learn and support a variety of technology platforms.
• Willing to get involve and perform operational activities along side team members.
• Hands-on experience with building and leading high performing and effective operational teams.
• Hands-on experience leading teams and other front line leaders, establishing culture, coaching and providing clear vision, direction and priorities.
• Experience partnering with SMEs, stakeholders and peers across different regions and teams to resolve operational issues or influence change and improvement.
• Use of various monitoring, data analytics, AI, ITSM tools (e.g.PowerBI, Azure Monitor, ServiceNOW, CoPilot) for monitoring, planning, tracking, transparency, and reporting.
• Background in digital/SaaS/technology environments, familiar with modern enterprise hybrid multi-cloud environments.
• Strong interpersonal and communication skills, able to engage a wide range of stakeholders and build trusted relationships.
• Willingness to learn and grow in the Operations Service Line Lead role, proactively seeking feedback and evolving practices.

Key Competencies
Our Operations Leads:

• Communication : Possess excellent communication skills with the ability to engage stakeholders at all levels and across various teams. Ability to communicate complex ideas clearly to both technical and non-technical stakeholders.
• Technical Practitioners : Possess deep core technical expertise and are themselves skilled practitioners.
• Data Driven : Leverage proficiency with tooling and use data and metrics dashboards for transparency and improvement.
• Collaborate : Work collaboratively within cross-functional teams and build strong relationships across operations, engineering, and business stakeholders.
• Operational Core : Enable safe, secure, reliable, resilient, and cost efficient service operations.
• Culture : Lead and drive a culture of safety, high performance, high ownership, high agency focused on delivering value and results to the business.
• Relationship : Build strong cross-functional relationships and psychological safety to support collaboration and problem-solving.
• Problem Solving : Apply structured first principles problem-solving to diagnose issues and opportunities, solve problems, applying critical thinking and analytical skills to deliver solutions and implement pragmatic improvements.
• Operational Excellence : Continuously drive towards greater level of operational excellence whilst applying lean operations principles.
• Customer-Centric: Focused on creating value for users and ensuring their needs are prioritized as much as possible.
• Adaptability: Comfortable working in a fast-paced, constantly changing environment, adjusting priorities as needed to deliver business outcomes.
• Time Management: Strong organizational and time management skills, able to manage multiple tasks, deadlines, and competing priorities effectively.
• Attention to Detail: Ensures accurate implementation of configurations and security practices to avoid operational issues.

Required Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent practical experience in IT Operations leadership.
• Ideally technically certified in relevant domain of expertise (e.g., Microsoft, Cisco, GIAC, ITIL); However, experience and actual practical understanding of the technical domain with hands-on experience is highly valued

Preferred Qualifications

• Certifications in Microsoft 365 Certified Endpoint Administrator / Administrator Expert 

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.