1. Service Delivery Oversight

• Ensureend-to-end delivery of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk).
• Maintainservice levels and KPIs as per contractual commitments.
• Overseeincident, problem, and change management processes for compliance with ITIL standards.
• Conductdaily/weekly service reviews to track performance, risks, and escalations.
• Manageshift operations and ensure 24x7 coverage, including effective handover between teams.

2. Technical Governance & Operations

• Act as thetechnical authority across infrastructure towers, providing direction to SMEs and engineers.
• Reviewmonitoring and alerting frameworks to ensure proactive issue detection.
• Overseepatching, upgrades, capacity planning , and system health checks.
• Driveroot cause analysis (RCA) for...