About the Role:
The successful candidate will be responsible for overseeing the service operations, ensuring seamless delivery of our enterprise support and consulting services. This includes managing Service Level Agreements (SLAs) and incident processes, maintaining on-call coverage and skills rotation, defining Standard Operating Procedures (SOPs) and first-line enablement strategies.
Key responsibilities include:
* Designing and implementing an effective on-call coverage plan to ensure 24/7 availability.
* Owning incident management processes, prioritizing roles, communication cadence, escalations, and post-incident reviews.
* Defining key service metrics (MTTA, MTTR, SLA compliance) and driving improvements based on them.
Necessary Skills: Incident Management, ITSM Practices(incorporating ITIL principles), Configuration Management, Service Operations,