Description

Responsible for ensuring the reliability, performance, and stability of digital channels and APIs across web and mobile platforms. Leads day-to-day digital and API operations, including proactive monitoring, incident management, and service recovery. Partners closely with engineering, IT, and vendors to identify systemic issues, restore services within SLAs, and translate technical incidents into customer and business impact. Drives operational excellence through robust monitoring, analytics, governance, and continuous improvement of incident response and service management practices across multiple environments.

1. Digital Channel & API Operations Management

Monitor end-to-end health of digital channels (web and mobile app), ensuring uptime, stability, and performance against defined SLOs and SLAs.

Proactively track and analyze API performance metrics including success rate, latency, throughput, and error rates.