ITOC Team Lead

Overview

Connecting clients to markets – and talent to opportunity.With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Responsibilities

Job Purpose:The ITOC Team Leader provides technical leadership for a 24x7x365 IT Operations Center responsible for monitoring, triage, incident coordination, escalation, communication and operational stability across network, infrastructure, cloud, security and business application environments. The role acts as the first point of technical command during production issues, drives timely restoration, ensures accurate stakeholder communication, maintains strong operational discipline and supports continual improvement through automation, runbook maturity, monitoring quality and service reliability metrics.

Key Responsibilities

• 24x7 Monitoring & Event Response: Lead real-time monitoring of critical IT services, infrastructure, circuits, servers, storage, virtualization, cloud platforms, security alerts and business applications.
• Incident Command & Coordination: Act as shift-level incident lead for major alerts or outages, coordinate technical bridges, assign investigation actions, track progress and drive issues toward restoration.
• Technical Triage & Troubleshooting: Perform initial and advanced triage across network, Windows/Linux, virtualization, database, middleware, backup, storage and application layers before escalation.
• Escalation Ownership: Engage appropriate Level 2/Level 3 teams, vendors, exchanges, network providers and service owners, while continuing to own the incident until resolution or clear handover.
• Business & Stakeholder Communication: Prepare clear operational updates, outage notifications, awareness messages and resolved communications for service owners, Service Desk and impacted business groups.
• Shift Leadership & Handover Quality: Manage shift priorities, ensure clean shift handovers, maintain situational awareness of active incidents, planned maintenance, pending escalations and operational risks.
• Runbook & SOP Management: Create, review and improve operational runbooks, escalation matrices, alert response procedures and knowledge articles to improve consistency across shifts.
• Post-Incident Review Support: Contribute to incident timelines, impact summaries, root-cause follow-up, corrective actions and problem-management tracking.
• Operational Reporting & Metrics: Track and report key metrics such as alert volumes, incident trends, SLA adherence, MTTA, MTTR, recurring issues, handover quality and automation opportunities.
• Monitoring Quality & Alert Hygiene: Identify noisy, duplicate or low-value alerts and work with engineering teams to improve thresholds, coverage, routing and actionable alert design.
• Automation & Continuous Improvement: Identify repetitive operational tasks suitable for automation using scripts, APIs, workflows or AI-assisted tooling; support safe automation adoption with proper controls.
• Team Mentoring & KT: Coach junior ITOC engineers, support onboarding, conduct knowledge-transfer sessions and promote consistent troubleshooting and communication standards.
• Change & Maintenance Support: Monitor planned changes, validate post-change service health, support maintenance windows and raise concerns when service risk is observed.
• Compliance & Documentation Discipline: Ensure incidents, escalations, evidence, actions and communications are documented accurately in tickets according to defined policies and SOPs.

Qualifications

Experience:  7-10 years in ITOC/NOC/SOC, infrastructure operations, network operations, application operations or enterprise monitoring.

• Education: Bachelor's degree in computer science, Information Technology, Engineering or equivalent practical experience.
• Technical Skills: ITIL Foundation or higher; CCNA/CCNP; Good understanding of BGP; VMware; Linux/Windows administration certifications, F5 BIG-IP
• Tools - Datadog, servicenow, solarwinds
• Domain Exposure: Experience in financial services, regulated environments, global operations, follow-the-sun support and 24x7 support if required.

Working Environment:

4 days in office per week