Technical Lead – Incident & Monitoring Management

About the Company:
Behparaz Hamrah Samaneh Aval, a subsidiary of Hamrah Aval Group, is a leader in developing large-scale IT and digital transformation solutions. We're committed to excellence, innovation, and reliability in delivering mission-critical services. To strengthen our operations team, we are seeking a seasoned Technical Lead to oversee incident management and monitoring processes in a 24/7 service environment.

 
Job Description:
As a Technical Lead, you will be responsible for leading the operations and monitoring team, implementing ITIL best practices, coordinating with technical stakeholders, and ensuring the health and stability of key services. This role plays a crucial part in achieving SLAs and improving operational resilience.

 
Responsibilities:

• Lead technical operations to ensure SLA adherence
• Implement ITIL-based incident and event management processes
• Analyze major incidents and document lessons learned
• Configure, manage, and enhance monitoring tools
• Maintain and improve SOPs and troubleshooting documentation
• Provide performance reports and suggest preventive actions
• Collaborate with internal teams and external stakeholders
• Ensure 24/7 service availability and response readiness

 
Requirements:

• Education: Bachelor’s or Master’s in Information Technology or related fields
• Experience: 6–8 years of relevant work experience
• Technical Knowledge:
• Strong grasp of ITIL v4 practices
• Experience with monitoring tools
• Knowledge of networking (CCNA), Linux systems (LPIC1)
• Familiarity with PL/SQL, scripting, and database systems
• Understanding of GSM networks and cloud/virtual infrastructure

 
Key Qualities:

• Analytical mindset with strong problem-solving skills
• Ability to lead and mentor technical teams
• Strong documentation and communication skills
• Eagerness to optimize and automate operational processes

 
What We Offer:

• Collaborative and dynamic work environment
• Competitive salary and comprehensive benefits
• Flexible hours with potential for remote work
• Involvement in national-scale and high-impact IT projects