Position Overview
Description and Requirements
Responsibilities:
1. Service Delivery & Operational Excellence
Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.Maintain service continuity and incident response readiness, including after-hours escalation management.Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.Champion service improvement initiatives automation, observability dashboards, and event correlation tuning).2. ITIL Governance, Risk & Compliance
Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.Own the operational governance framework, including SOPs, e...