Job Duties: Serve as the first point of contact for customers regarding incidents and service requests. Perform hands-on troubleshooting for urgent issues. Ensure committed deliverables and service levels are met, coordinating between client and offshore team members. Act as the point of contact for escalations, addressing and taking corrective actions. Publish executive status reports with required metrics on a monthly and quarterly basis. Manage personnel and develop competencies to meet contractual commitments. Coordinate and schedule governance meetings with internal and external stakeholders. Assess delivery risks, report to client’s management, and mitigate with suitable actions post-approval from respective stakeholders. Plan and initiate continuous service improvements to achieve operational efficiencies based on historical, ongoing, and repeated incidents. Identify opportunities for possible automation. Job Requirements: Over 10 years of IT working experience. Proficiency in Integration Middleware platforms and API Gateway. Hands-on experience in managing incidents with ITIL practices and SLA management. Strong communication skills to effectively liaise with different business units and lead coordinated efforts to resolve incidents. Excellent presentation skills to report and escalate issues to top management and handle problem management. Knowledge of project management methodologies and practices. Experience with Microsoft Azure PaaS components and solutions is a plus. Experience with application monitoring is highly advantageous. Proficiency in spoken English.
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