TOC Infrastructure Operations Shift Lead

Why Mizuho

At Mizuho, we provide the stability of an international industry leader with the career trajectory of a growing business. Our steady, strategic growth gives our people at all levels rewarding degrees of responsibility and richer work experience than a boutique firm or an established giant could offer alone.

It's the local expertise of our employees that makes our global network so powerful. By collaborating with colleagues and clients who have the same ambition and drive, you can amplify your sphere of influence and base of knowledge as part of one of the largest—and growing—banks in the world.

Mizuho Global Services (Pune) is establishing a state-of-the-art Global Capability Center (GCC) in Pune, powering the strategic expansion of Mizuho Americas Services IT operations. At the heart of this initiative is the creation of a next-generation Technology Operations Center (TOC), modeled on a mission control concept delivering real-time visibility, proactive incident management and intelligent automation across critical infrastructure and applications. The Pune GCC will not only drive operational excellence but also act as a hub for innovation, transformation, and continuous improvement in Mizuho's technology landscape. You will be joining one of the most advanced technology command center teams, helping to build and execute critical 24 x 7 operations for a major Investment Bank.

Key Responsibilities:

• You will be one of just four Shift Leaders for the Technology Operations Center. There are mission specialist seats in each of the specific disciplines (e.g. Windows, Linux, Network, Storage, Compute), and Infrastructure Generalists covering all positions. All staff in the shift will report to you, and you will be accountable for all actions and deliverables for the TOC on your shift.
• Your role is to set the right culture and professionalism for your team, and to support their teamworking and career development goals.
• You will lead with a servant-leader mindset—listening first, asking not telling, removing blockers, and coaching with calm, constructive feedback. Any disrespectful or berating behavior is not acceptable in this TOC.
• You will actively create a safe and welcoming environment for your team, and to make a speak‑up culture—seeking input from every role on shift (especially including quieter voices), encouraging constructive challenge, and driving swarm teamworking versus rigid hierarchy during incidents. Ask questions, and seek the collective wisdom of the team, versus demanding respect for your single opinion.
• You will set and enforce a zero‑tolerance standard for discrimination and harassment—ensuring fair treatment and opportunity regardless of religion, caste, gender, age, region or origin, or any other protected characteristic, and escalating concerns promptly through the proper channels.
• You will encourage a continual learning culture and career journey path for everyone on the team, igniting a passion to study their areas, gain certifications, learn their runbooks, and learn new skills in their area and in adjacent areas.
• You are an essential part of the service model for the TOC, acting as a role model for the culture we want to create, and holding the whole team to a professional standard, and making sure the teams grows in a high-energy, supportive, learning environment.
• You will work a rotating 24 x 7 x 365 shift pattern, completing 5 x 9-hour shifts a week, including all three shifts: Shift 1 (Early), Shift 2 (Late), and Shift 3 (Overnight) on all 7 days of the week. Example:
• Weeks 1–4: Early
• Weeks 5–8: Late
• Weeks 9–12: Overnight
• You will demonstrate by example for all: excellent operational discipline, including a strong focus on timeliness and professionalism, concentration, adherence to all runbooks and procedures, handling alerts and incidents in your mission specialist area.
• You will be a good problem solver. This role is about handling alerts, working on incidents, and solving problems. This is a personal and team activity, where working with your colleagues and making sure you have as many views as possible is critical to your success.
• You will be dual-reporting to local management in Pune and to global management in the US, for review and changes to runbooks, reviewing incidents, and learning new concepts, and to participate in supporting and developing the culture.
• Your day-to-day delivery will be accurate, disciplined and professional: fast response to alerts and tickets, accurate selection and execution of runbooks, detailed and accurate notes added to each incident, clear shift handovers, and adherence to all policies and controls. You set the tone for asking the team to swarm around a new issue or incident, bringing all views quickly to the awareness of the whole team.
• You will mentor colleagues and juniors to you in a respectful manner, and you will be mentored by more senior colleagues. This is a continual learning environment where the desire to learn and the desire to share your knowledge is highly valued.
• You will suggest improvements in SLA adherence, incident reduction, MTTR (Mean Time to Resolve), and operational efficiency, based on your observations of service health and risks.
• You will demonstrate a level of technical understanding and troubleshooting according to your experience and target grade level, in at least two of the following areas:
• Windows Server, Linux Server, Network Administration, Tidal Scheduler Operations
• Virtualization & Compute Hardware Administration
• Storage & Filer & Backups Administration
• SQL Server, Sybase, Oracle Database Administration
• You will be expected to have a passion to learn all the roles in the TOC, with the intention to be able to augment and / or cover for any of the roles as needed, and to be able to act as a supporting and knowledgeable leader.

Mandatory Qualifications & Experience:

• You must demonstrate career experience in IT Infrastructure administration and support in a multinational company.
• You must be a strong troubleshooter and problem solver, able to work with multiple different personalities in a high stress incident resolution environment, ensuring everyone's views are welcomed, and that there is a sense of swarming and brainstorming to resolve the incident in the most efficient manner.
• You must have leadership experience working in a 24x7x365 TOC/NOC/Command Center as a shift leader or leader of the whole Command Center.
• This is a Vice President role. You must have at least 10 years of hands-on experience, demonstrating a comprehensive understanding of what it takes to support a general IT Infrastructure. You must have a professional certification in your area of expertise. You must have significant experience of managing major incidents and problem solving, and you must have an excellent awareness of multiple areas in IT Infrastructure.
• You must have excellent written and verbal English skills, to communicate on incident bridges with people locally and globally, read and write accurate incident reports, to perform formal shift handovers, and to learn from and train your colleagues.
• You must be reliable and dependable, attending the office in good time for your shift, and organizing your sleep patterns to be fully alert for each shift.
• You must be detail-focused, and able to follow runbooks with a high level of accuracy.
• You must be a strong team-worker, always willing to offer your opinion and participate in intense discussions to solve incidents, always respectful of all colleagues regardless of race, gender, religion, age, nationality, orientation, or other characteristics.

Optional Qualifications & Experience:

• Work in a global banking or similarly regulated environment is highly preferred.
• Familiarity with ServiceNow and ITIL processes such as Incident, Problem, Change.
• Familiarity with OpsRamp is highly preferred.
• Certifications in one or more technical areas (e.g. Windows, Linux, Network)
• Certifications in any of the following: ITIL 4, Major Incident Management, Crisis Management

Educational Qualifications:

• Bachelor of Engineering or a Degree in Computer Science is required.

Location: Pune, India

Organization Overview:

Mizuho Global Services (MGS), Pune is an integral part of Mizuho Financial Group, one of the world's leading financial institutions with a strong global presence across the Americas, EMEA, and Asia. Based in India, MGS Pune supports Mizuho's international businesses by delivering high-quality, scalable, and resilient services across multiple functions.

MGS Pune plays a critical role in driving operational excellence, standardization, and innovation for Mizuho Americas. By combining deep domain expertise with strong process, technology, and analytical capabilities, it partners closely with regional and global teams to support corporate and investment banking, capital markets, and corporate services functions, while adhering to the highest standards of risk management, regulatory compliance, and control.

MGS Pune offers competitive compensation and benefits package aligned with industry standards and local market practices.

MGS Pune is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace.

Employment is subject to applicable background verification checks in accordance with Indian laws and company policies.