Key Responsibilities
1. Service Delivery & Operational Excellence
* Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
* Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
* Maintain service continuity and incident response readiness, including after-hours escalation management.
* Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
* Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
2. ITIL Governance, Risk & Compliance
* Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
* Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
* Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
* Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
* Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
* Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.
3. Stakeholder & Customer Management
* Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
* Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
* Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
* Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
* Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.
4. Operational Support & Coordination
* Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
* Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
* Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
* Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
* Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper‑care, acceptance testing).
5. Reporting, Metrics, and Compliance
* Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
* Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
* Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
* Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real‑time health visibility.
6. People & Resource Management
* Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
* Oversee workload allocation, shift rosters, and on‑call readiness, ensuring 24×7 coverage and staff well‑being.
* Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
* Support hiring, onboarding, and succession planning to maintain operational stability.
7. Strategic Service Improvement & Transformation
* Lead service transformation initiatives, aligning operations to cloud‑native and automation‑first models.
* Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
* Drive efficiency gains through SOP refinement, AI‑Ops, automation, and proactive monitoring adoption.
* Support leadership in developing innovation roadmaps and service maturity frameworks.
Qualifications:
* Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
* 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
* Proven experience managing multi‑agency or multi‑customer clusters with shared operational teams.
Technical Expertise:
* Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
* Proficient in ITIL v4 processes and governance; ITIL certification preferred.
* Hands‑on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
* Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
* Experience in change control, incident RCA, and problem management.
* Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).
Soft Skills:
* Strong leadership and communication skills with the ability to influence cross‑functional teams.
* Excellent stakeholder engagement and customer relationship management.
* Analytical mindset with a continuous improvement and risk mitigation focus.
* Ability to manage multiple priorities in a fast‑paced environment.
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