To manage and oversee the day-to-day ICT operations, ensuring stability, reliability, and optimal performance of the ICT environment. The role ensures that ICT service operations meet established service levels, adhere to governance frameworks, and effectively support NLC’s strategic and operational objectives.

Oversee daily ICT service operations across servers, applications, network, and end-user environments.

Ensure effective execution of incident, problem, and change management processes aligned with ITIL standards.

Monitor system and network performance to maintain ≥ 99.1% uptime.

Track and report on service delivery KPIs, SLA compliance, and operational performance trends.

Lead and manage System Administration, Helpdesk, and Application Support teams.

Coordinate escalations and oversee vendor performance management and SLA adherence.