IT Operations Support Lead

About the Opportunity

Join Bosch's global product team to operate and continuously improve an enterprise workflow platform serving over 500,000 users worldwide.

The platform combines low-code/no-code technologies with emerging GenAI capabilities to simplify and accelerate business processes. As an IT Operations & Support Lead, you will drive service reliability, operational excellence, stakeholder alignment, and platform modernization across a global environment.

Your Responsibilities

1. IT Operations & Service Management

• Lead daily IT operations and product support activities for global enterprise platforms.
• Monitor system availability, performance, incidents, operational KPIs, and SLA compliance.
• Drive incident resolution, escalation management, and continuous service improvement.
• Optimize operational processes through automation, standardization, and best practices.

2. Platform Modernization & Improvement

• Support platform migration, modernization, and transformation initiatives.
• Partner with Product and Engineering teams to improve scalability, maintainability, and operational efficiency.
• Explore opportunities for workflow automation and AI-enabled operational improvements.

3. Stakeholder & Vendor Management

• Coordinate with global Product, Engineering, QA, Operations, and Business teams.
• Align priorities, manage escalations, and ensure effective communication across stakeholders.
• Collaborate with external vendors and technology partners to maintain service quality.

4. Governance & Continuous Improvement

• Support incident, change, security, and operational governance processes.
• Prepare operational reports, service reviews, and management updates.
• Promote Agile collaboration and a culture of ownership and continuous improvement.

Must-have

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• At least 8 years of experience in IT Operations, IT Service Management, Product Support, or enterprise platform environments.
• Solid understanding of enterprise applications, cloud technologies, and workflow systems.
• Hands-on experience with incident management, SLA monitoring, system operations, and service improvement.
• Strong stakeholder management, communication, problem-solving, and ownership skills.
• Experience working with global teams and cross-functional stakeholders.

Nice-to-have

• Experience with low-code/no-code platforms or workflow automation.
• Exposure to AI/GenAI-enabled products or operational environments.
• Familiarity with Agile/Scrum methodologies and monitoring or reporting tools.
• Experience in enterprise platform migration, modernization, or large-scale transformation.

• Support a global platform serving 500,000+ users worldwide.
• Work at the intersection of enterprise technology, workflow automation, and GenAI.
• Collaborate with international Product, Engineering, and Operations teams.
• Drive meaningful improvements in service reliability and operational efficiency.
• Enjoy competitive compensation, a 13th-month bonus, premium healthcare and accident insurance, and an international working environment.