Assistant Manager - Enterprise Service Delivery

Role Purpose

To manage IT operations support & to ensures efficient service delivery, supports infrastructure operations, facilitates problem resolution, and enhances customer satisfaction and experience.

Role Accountability

IT operations manager:

1. This is a critical position and takes care of Service Delivery Management & Service Operations Processes.
2. Handling Critical Incident, Problem, change and even management operations on a day-to-day basis. This is most critical Action to ensure that the availability of the Mission critical application is maintained as per Agreed SLAs and ensure no/minimal disruptions to business
3. Manage a team of outsourced partners to ensure that the L1/L2 tasks for the managed applications are running smoothly and SLAs for the service delivery operations are maintained. Ensure enhancements and bug fixes are done for the existing applications and work on setting up new applications via completed app/partner onboarding life cycle.
4. Ensure 24*7*365 monitoring HUB is running and any proactive incidents/alerts are handled timely as per agreements.
5. Oversee and coordinate the delivery of IT services across various departments to ensure alignment with business needs and objectives.
6. Monitor service levels to ensure compliance with established service level agreements (SLAs).
7. Manage the incident lifecycle, ensuring timely identification, classification, and resolution of incidents to minimize impact on business operations.
8. Act as a point of contact for customers during incidents, providing updates and communication regarding status and resolution efforts.