Lead IT Operations Analyst — Vesu, Surat
Vesu, Surat, Gujarat 395007 is the location for this full-time, on-site Lead IT Operations Analyst role, paying ₹1,58,500 a month. At this level, the job is less about handling individual tickets and more about owning how the entire support operation runs: processes, escalation paths, and the people executing them day-to-day. The company has grown its IT footprint considerably over the last few years, and this position exists largely because support operations that worked fine for a smaller team now need someone dedicated to keeping them from breaking under increased load.
What the role covers
- Overseeing responses to technical support requests across the team, making sure priority calls are made correctly and nothing critical sits unattended.
- Guiding troubleshooting of hardware and software issues when a case has stalled or a junior analyst needs a second opinion on where to look next.
- Managing escalation of unresolved problems to the relevant specialist teams, and following up to make sure escalated issues actually get closed rather than disappearing into someone else's backlog.
Twelve years in IT support gives someone a fairly complete picture of what breaks, why, and how organizations tend to make the same mistakes twice. This role expects that picture to translate into better processes, not just faster individual fixes. When the team keeps hitting the same category of issue, the lead is the person expected to trace it back to a root cause and push for a permanent fix, even if that means an uncomfortable conversation with whichever department owns the underlying system.
Qualifications
For this role, the company asks for a completed bachelor's degree, usually in information technology, though a strong diploma paired with the right depth of experience is sometimes accepted in its place at this level. An ITIL Foundation certification is required, and given the seniority of the position, most candidates who make it through the process have also completed ITIL Intermediate or Practitioner modules. That additional depth tends to show up in how someone talks about problem management versus incident management, a distinction junior candidates often blur.
The requirement here is 144 months of relevant IT operations and support experience. That length of time is meant to filter for someone who has actually run a support function before, not just worked within one. A candidate with fewer years but genuine leadership experience running a smaller team is worth a conversation, but the baseline expectation for this posting is the full 144 months.
Skills needed
- Monitoring tools. Comfortable configuring and interpreting alerts across whatever monitoring stack the organization runs, and knowing when a threshold needs adjusting versus when an alert is telling the team something real.
- Incident management. Running major incidents end to end, including stakeholder communication, and building the post-incident review process that turns a bad afternoon into a lesson the team actually retains.
- Documentation. Not just writing runbooks, but making sure the team actually uses and updates them, since a documentation system nobody maintains is worse than having none.
Beyond the core three, experience with ServiceNow specifically, familiarity with ITIL problem management in practice rather than just theory, and any background managing a support team's shift roster or SLAs will meaningfully strengthen an application. A PMP or similar project management credential isn't required but has proven useful for leads who end up running larger process improvement initiatives. Vendor management experience is another quiet asset, since a lead in this seat often negotiates support contracts and escalation SLAs directly with hardware and software vendors.
Compensation and benefits
The package tied to the ₹1,58,500 monthly salary includes:
- Health insurance for the employee and dependents.
- Paid time off following the standard company calendar.
- A performance-linked bonus based on team-level SLA compliance and incident resolution metrics.
- Relocation assistance and accommodation support for candidates moving to Surat, standard for senior on-site hires around Vesu.
The team you'd lead
This position oversees a support team of eight, split across two shifts, with a direct reporting line to the head of IT operations. Naukri Mitra features similar senior IT operations roles across Gujarat, and Surat specifically has seen a steady rise in demand for experienced operations leads as more mid-sized companies formalize their support functions rather than running them informally. Weekly one-to-ones with each team member are expected, along with a monthly operations review presented to the head of IT covering ticket volumes, resolution times, and any recurring issues worth flagging upward.
Leading here also means managing morale during a difficult stretch, a major outage, or an unpopular process change, without pretending the difficulty away. Team members generally respond better to a lead who acknowledges a rough week honestly than one who insists everything is fine when it obviously isn't.
Applying
Send a resume detailing the size and structure of teams you've led previously, along with a specific example of a process change you introduced and its measurable effect. The interview process runs three stages: a technical and process-oriented discussion, a scenario exercise involving a simulated major incident, and a final conversation with the head of IT operations. Expect the full cycle to take about three weeks, with all interviews conducted on-site in Vesu. Candidates who bring concrete numbers to that first conversation- ticket volumes, resolution time improvements, headcount managed- tend to move through the process more smoothly than those speaking only in generalities.
