IT Operations Senior Lead

Where passion meets opportunity
The best of your adventures is the one you have yet to sail!

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 is an advantage.

Fluent in English, oral and written;
Italian is a strong advantage.

Hands‑on experience with IT Service Management platforms (Service Now or equivalent) and monitoring/observability tools (Dynatrace, Grafana, ELK Stack or equivalent).

Bachelor's or Master's degree in Computer Science, Engineering, or equivalent; ITIL Foundation required, ITIL Practitioner is a strong advantage.

Strong analytical and problem‑solving skills, with the ability to operate calmly and effectively under pressure.

Demonstrated leadership and stakeholder management capability, including governance of shift‑based operational teams.

Excellent communication skills, able to engage technical and non‑technical audiences, including executive leadership during critical incidents.

Visa Requirements

Right to work in Italy.

What We Offer
In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract

Type of contract:
Permanent

Hybrid working model: 2 days per week remotely

Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra

Gross annual salary (RAL): between €55,000 – €62,000 gross per year, paid over 14 monthly installments

Meal vouchers: worth €8 per on‑site working day

Welfare & Wellbeing
We offer a range of Welfare & Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group.

Our Commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves.

Our commitment extends to taking meaningful, measurable actions that have a long‑term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!

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