IOC Center Leader

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity IOC Center Leader is responsible for overseeing the day-to-day operations of the IOC, ensuring continuous monitoring, incident management, service restoration, and operational excellence across the technology landscape. The role serves as the central point of leadership for managing infrastructure, application, network, and service monitoring teams while maintaining high service availability and meeting business expectations. The IOC Leader drives proactive monitoring strategies, incident response processes, escalation management, and continuous service improvement initiatives. They collaborate closely with infrastructure, application support, cybersecurity, service management, and business teams to minimize service disruptions and enhance operational resilience. Your key responsibilities Lead and manage IOC operations on a 24x7 basis. Ensure timely detection, analysis, escalation, and resolution of incidents. Monitor the health and performance of networks, systems, applications, and business services. Drive adherence to SLAs, OLAs, and operational KPIs. Coordinate major incident management and communication during service outages. Implement proactive monitoring, automation, and observability solutions. Analyse operational trends and identify opportunities for service improvement. Manage IOC staffing, resource planning, and capability development. Collaborate with service owners, vendors, and technology teams to improve service reliability. Develop operational procedures, runbooks, and governance frameworks. Provide leadership reporting on service performance, risks, incidents, and improvement initiatives. Skills and attributes for success Strong leadership and people management skills. Expertise in IT operations, network management, and infrastructure services. Experience with monitoring and observability platforms. Incident, problem, and change management knowledge (ITIL-based practices). Excellent stakeholder management and communication capabilities. Strong analytical and decision-making skills. Ability to perform under pressure and manage critical incidents effectively. Focus on continuous improvement, automation, and operational excellence A successful IOC Center Leader ensures stable, resilient, and efficient operations by balancing people, processes, and technology. They enable proactive service management, reduce operational risks, improve customer experience, and support business continuity through high availability of critical IT services Preferred Qualifications Experience: 18 - 23+ years of relevant experience in Service Delivery What we look for Thought leadership Strategic Thinking Automation & standardization Relationship Management Interpersonal & Influencing skills Good communication skills Data-driven decision making What we offer you At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more. Are you ready to shape your future with confidence? Apply today. To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.