Description

Take bottom-line responsibility for IT operations within a complex landscape to ensure zero business disruption and strict SLA compliance.

Responsibilities

• Own end-to-end support operations, including creating incident management plans and defining communication strategies for stakeholders.
• Resolve or escalate critical incidents and provide regular status updates to consulting and client stakeholders.
• Conduct trend analysis on incidents and service requests to drive problem management and process improvements.
• Manage proactive release planning, perform post-release analysis, and oversee manual release reporting.
• Monitor team metrics, SLA adherence, and utilization to generate accurate reports and identify service improvement opportunities.

Required Skills

• 15+ years of IT experience in application development, maintenance, and support.
• Deep expertise in the Telecom domain, specifically with OSS and BSS.
• Proven experience in technical support and operations for large, complex client engagements.
• Expertise in Incident Management, troubleshooting, and managing high incident workflows.
• Hands-on experience with ticket management and IT operations oversight.
• Ability to manage SLAs, KPIs, and complex escalation procedures.
• Strong leadership skills to manage distributed teams and maintain client stakeholder relationships.

Key Skills

Education

Any Graduate