Found Description
I. PURPOSE
Enhance service excellence by improving operational processes and implementing new service offerings to drive efficiency, profitability, and customer retention.
II. KEY RESPONSIBILITIES
- Lead and manage 24x7x365 operations teams, ensuring high performance, reliability, and adherence to policies.
- Enforce operational procedures, escalation paths, and service governance standards.
- Oversee shift scheduling, handovers, incident escalation, and service continuity.
- Manage availability, capacity, risk, change, configuration, and SLA compliance.
- Lead resolution of P1/P2 incidents, problem management, and root cause analysis.
- Ensure effective client support, access control, asset management, and timely service restoration.
- Collaborate with leadership to enhance workflows, documentation, standards, and processes.
- Develop team capabilities through performance management, training...