Responsibilities- Lead the ASM team in daily coordination, prioritization, and escalation management.- Conduct triage for high visibility incidents, ensuring clear and timely communication with IT and Business.- Prioritize incidents and changes together with Business teams and IT capabilities.- Manage multi-vendor relationships, ensuring high performance and delivery quality.- Review ticket flow per portfolio and monitor RCA, weekly meetings, and performance metrics.- Translate business problems into technical requirements to accelerate resolution.- Perform code reviews and validate release packages and installation plans.- Coordinate operational artifacts: Stability Assessment, knowledge documents, KEDB, and Service Delivery reports.- Actively participate in Command Center and Incident/Problem/RCA Management forums.- Lead productivity initiatives and preventive maintenance programs.- Ensure compliance with processes and controls, applying ITIL/ SDLC best practices.- Present monthly results (KPIs/SLAs) to IT and Business leadership.- Support operational activities when necessary.Success Indicators (KPIs)- Application availability and stability (uptime).- MTTR reduction and incident recurrence reduction.- SLA/SLO performance.- Change quality (low rollback/post release incident rate).- Operational efficiency: backlog reduction, productivity improvements, automation.- Internal customer satisfaction (IT/Business).Mandatory Requirements- 8+ years leading IT solution delivery (ASM, AMS, Application Operations, or related fields).- Proven experience in critical incident management, prioritization, and executive communication.- Experience with multi-vendor environments and enterprise ecosystems (SAP, Oracle, Microsoft).- Strong knowledge of ITIL (Incident, Problem, Change, Knowledge) and SDLC.- Ability to mentor teams, run operational ceremonies, and present operational metrics.- Bachelor's degree preferred (Computer Science, Systems, Engineering, Business/Finance).