In this role, you will lead end-to-end application support and maintenance services to ensure high availability and performance. You will steer a multi-vendor Operate team, manage SLAs, and drive continuous service improvements aligned with the SOW. You’ll communicate effectively with stakeholders, provide technical guidance, and report on service performance to enable quick, business-focused decisions. This is a hands-on leadership role in a digital transformation partner, shaping reliable, customer-centric support for complex applications.
- Deliver services in line with the SOW for in-scope applications
- Maintain high availability, reliability, and performance of applications
- Allocate work to the Operate team based on priorities and skills
- Provide guidance on technical issues, processes, and best practices
- Monitor team performance and timely delivery of tasks
- Track and follow up on issues related to local applications
- Identify, analyze, and resolve application problems; drive proactive problem management
- Coordinate with external vendors for issues, defects, upgrades, and enhancements
- Monitor, report SLA and KPI performance; implement corrective actions
- Provide regular service performance reports to stakeholders and timely updates to End users and Country IT teams
- Communicate outage status, incident updates, and service improvements
- Support major outage communications to business users
- Identify opportunities for service quality and operational efficiency improvements
- Drive and implement service improvement initiatives
- 7+ years of experience
- Strong leadership and team management skills
- Excellent problem-solving and analytical abilities
- Effective communication and stakeholder management
- Experience with ITIL processes (Incident, Problem, Change Management)
- Ability to manage multi-vendor environments
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