1. Service Delivery Oversight
Ensure
end-to-end delivery
of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk). Maintain
service levels and KPIs
as per contractual commitments. Oversee
incident, problem, and change management
processes for compliance with ITIL standards. Conduct
daily/weekly service reviews
to track performance, risks, and escalations. Manage
shift operations
and ensure 24x7 coverage, including effective handover between teams. 2. Technical Governance & Operations Act as the
technical authority
across infrastructure towers, providing direction to SMEs and engineers. Review
monitoring and alerting frameworks
to ensure proactive issue detection. Oversee
patching, upgrades, capacity planning
, and system health checks. Drive
root cause analysis (RCA) for major incidents and ensure timely preventive actions. Govern
change implementation
, ensuring risk assessment and rol...