Job Description

1. IT Service & Support Management

• Lead day?to?day operations for all enterprise applications to ensure system stability, performance, and availability.
• Monitor application health dashboards and ensure proactive issue prevention and resolution.
• Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
• Identify recurring issues and drive problem management activities to eliminate root causes.
• Ensure alignment to ITIL incident, problem, and change management processes.
• Collaborate with InfoSec teams to monitor and close security incidents promptly.

2. Quality Assurance

• Define operational KPIs and track adherence to service quality metrics.
• Implement continuous improvement programs for application support functions.
• Conduct periodic service reviews and initiate corrective/preventive actions when required.
• Ensure documentation, knowledge base updates, and service continuity plans are current.

3. Vendor Management

• Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
• Review vendor performance and drive governance meetings for service improvement.
• Oversee contract renewals, support agreements, and escalations for major incidents.
• Ensure vendors adhere to security, compliance, and audit requirements.

Skills Required