The role oversees incident management, support ticket handling, root cause analysis, operational investigations, service monitoring, stakeholder coordination, and continuous improvement of operational processes.

The role acts as the primary operational lead for production support activities and ensures that operational issues are managed effectively, escalated appropriately, documented properly, and resolved in coordination with internal teams, technical teams, vendors, and external stakeholders. The position also plays a critical role in improving operational maturity, service resilience, governance compliance, and service performance.

Minimum Experience

• Minimum 7 years of relevant experience in IT operations, production support, service management, or digital platform operations.
• Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams.
• Proven experience in incident management, roo...