Req ID: 57461
- Job Function: Business Operations
- Posting Start Date: 15/06/2026
- Posting End Date: 18/06/2026
- Division: UK Business
- Job Location: DLF IT Park 2
- Advertised Salary: competitive
Job Req ID:
Posting Date:
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About the role:
- Mandatory Team Management experience in Service Operations (Incident Management)
- Mandatory Technical skills around Data Infrastructure - Fair understanding of Network Fundamentals from troubleshooting perspective.
- Own the Incident Management on services sold to CPS customers across data, voice & security solutions
- Accountable for performance on SLAs ensuring service availability and service restoration are at par with targets defined in the applicable product or customer specific SLOs
- Accountable for Quality and Productivity KPIs around Incident handling
- Accountable for Service Journeys (end to end incident journey), Tools Usage & People Performance Management as well as Continual Improvement & Optimisation
- Accountable for AI driven Operational transformation
- Accountable for Shift management catering to volume fluctuations driven by Major Service Outages on a 24*7 basis
- Accountable for Onboarding of current products, services & customers (includes, hiring, up-skilling, AIS activities)
- Accountable for BCP, Office attendance, WFH performance and announcing/managing any other real-time issues impacting service assurance
- Accountable for People Skills & Competence development at par with business requirements
- Accountable for People Career planning & guidance
- Accountable for Coaching & Feedback across teams in the span
What you’ll be doing:
- Manages the implementation of the Service Operations strategy and delivery of customer service contractual requirements.
- Manages the incident management process and ensures service standards and best practices are diligently followed.
- Manages streams involved in continuous improvement projects through change management across the business,