Service Operations Lead

Job Description

Responsibilities • Act as the primary escalation point for incidents and service requests, ensuring timely resolution and escalation when necessary. • Ensure all incident and problem tickets are accurately logged, categorized, prioritized, and managed to resolution within agreed SLAs. • Ensure Business and Customer updates are timely, clear, and of sufficient quality throughout the incident lifecycle. Facilitate effective communication across all modes (email, calls, chat, dashboards) during the Major Incident life cycle. • Provide 7x24 standby support to address critical incidents and urgent service requests, ensuring minimal service disruption. • Maintain adequate coverage and readiness for support during off-hours, including weekends and holidays if applicable. • Build and nurture strong relationships with internal customers, technical teams, and business partners. • Drive global coordination and interaction with stakeholders to ensure alignment and transparency. • Support business units in adopting new technologies, systems, or product changes through effective communication and training. • Monitor, control, and support service delivery, ensuring adherence to established system methodologies, processes, and compliance standards. • Support internal and external IT audits, Security and risk assessment activities • Regularly review service performance metrics and implement corrective actions as needed. • Participate actively in Change Advisory Board (CAB) meetings, reviewing and analyzing planned changes to assess potential business impact. • Support the implementation of changes, ensuring minimal disruption and smooth transition from project to BAU. • Lead the Continuous Service Improvement Plan (CSIP), reviewing operational processes regularly to identify areas for enhancement and reduce incidents. • Drive initiatives aimed at improving service quality, efficiency, and customer satisfaction. • Lead Service Transition activities, ensuring proper handover, documentation, and knowledge transfer from project teams to operational teams. • Proactively identify potential risks and issues related to service delivery and develop mitigation plans. • Ensure lessons learned are documented and incorporated into future processes. • Prepare and present regular reports on incident trends, SLA performance, and improvement initiatives to stakeholders. • Maintain comprehensive documentation of processes, procedures, and service levels. • Keep abreast of the latest industry’s best practices, tools, and technologies relevant to IT service management. • Facilitate training and knowledge sharing within the team and with stakeholders to promote best practices. Show More