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About the Role
Key Responsibilities
IT Operations & Service Management
- Manage day-to-day IT operational services ensuring stability, availability, and performance of critical systems and infrastructure.
- Monitor operational KPIs, SLAs, OLAs, and service quality metrics.
- Coordinate incident, problem, change, and service request management processes.
- Lead operational governance meetings and service review sessions.
- Ensure operational compliance with internal standards and IT governance frameworks.
Process Mapping & Process Design
- Lead process mapping initiatives for IT Operations and Service Management workflows.
- Analyze current-state processes and design optimized future-state operational models.
- Identify process gaps, inefficiencies, bottlenecks, and operational risks.
- Document end-to‑end workflows, SOPs, RACI matrices, and operational procedures.
- Drive stabilization initiat...
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