Responsible for ensuring that application support services are delivered in line with agreed SLAs. Manages service performance, drives continuous improvement, and acts as the main point of contact for service-related matters. Collaborates with technical and business teams to monitor, forecast, and optimize service quality. Ensures alignment with ITSM processes and supports governance of application support operations. […]
Handle escalation management by addressing complex issues and coordinating with relevant teams. […]
Responsible for SLAs and all other defined OPS metrics (like MTTR, CWT, QOS)...