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).