Direct the resolution of high-severity incidents by managing crisis calls, aligning cross-functional teams, and ensuring timely, transparent updates to senior stakeholders.
Serve as the primary escalation point for executive stakeholders, driving confidence and trust through effective communication and swift resolution.
Ensure service delivery excellence by monitoring SLAs, coordinating with vendors, and maintaining strong operational governance.
Embed ITIL best practices across Incident, Problem, and Change Management to drive consistency and reliability in operations.
Lead post-incident reviews to identify systemic issues, implement corrective actions, and drive continuous service improvement.
Oversee infrastructure transformation initiatives, including network, voice, and cloud, to align technology capabilities with evolving business needs.
Optimize incident detection and recovery by leveraging automation, monitoring, and observability solutions to improve visibility and reduce downtime.
Mentor and lead global support teams in a follow-the-sun model, ensuring seamless operational coverage, collaboration, and professional development.
Partner with compliance and security teams to ensure services adhere to governance, audit, and regulatory requirements.
Requirements:
15+ years of IT service management with focus on service delivery, major incident management, and escalation handling.
Proven expertise in network and infrastructure operations, including on-premises and cloud environments.
Strong knowledge of incident, problem, and change management frameworks.
Excellent leadership skills with experience managing global, cross-cultural teams.
Hands-on experience in driving service improvements and transformation projects.
Strong analytical, decision-making, and communication skills with the ability to perform under pressure.
Familiarity with automation, monitoring, and observability platforms.
