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JOB PURPOSE
MSC Crociere is looking for an IT Operations Senior Lead. To provide governance and senior oversight of IT operational services and the 24/7 Control Room & Operations Hub, ensuring service continuity, incident resolution, and operational excellence across MSC Cruises' technology serviced.
KEY ACCOUNTABILITIES
• Provide strategic oversight of the 24/7 Control Room & Operations Hub, ensuring the function operates at the highest standard of service availability, incident response, and operational discipline.
• Define and govern operational standards, KPIs, and service expectations for the Control Room, holding the dedicated Service Manager and Shift Leads accountable for their delivery.
• Act as senior escalation authority for critical and major incidents, ensuring appropriate bridge coordination, stakeholder communication, and timely resolution.
• Oversee the end-to-end lifecycle of IT incidents, ensuring SLA adherence and coordination across technical and business teams.




• Lead post-incident reviews (PIRs) and root cause analysis (RCA), ensuring lessons learned are documented and improvement actions tracked to completion.
• Monitor service performance against agreed SLAs and KPIs; produce operational dashboards and reports for IT leadership and business stakeholders.
• Coordinate with Release Management to assess operational risk of production changes, ensuring safe execution within approved maintenance windows.
• Drive continuous improvement of operational processes and tooling, including monitoring platforms, alerting strategies, and automation initiatives.
QUALIFICATIONS (skills, competencies, experience)
• Minimum 5 years of experience in IT operations, with at least 2 years in a senior or team lead role, including proven experience in a 24/7 NOC or SOC environment.
• Experience in complex enterprise IT environments; cruise, hospitality, or logistics industry i

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