1. Key Responsibilities:
SERVICE OWNERSHIP AND OPERATIONAL LEADERSHIP
• Own 24x7 production support and service delivery for Contact Center applications, telephony, integrations, recording, reporting, and omnichannel capabilities.
• Lead L1/L2 operations teams, shift leads, and partner resources; define accountabilities, shift coverage, escalation paths, and performance expectations.
• Ensure platform availability, stability, capacity, security, and recoverability in line with business service levels and operational risk appetite.
• Chair daily operational reviews and provide concise service-health, risk, incident, change, capacity, and improvement updates to stakeholders.

INCIDENT, PROBLEM, AND CRISIS MANAGEMENT
• Act as management escalation owner for P1/P2 incidents; mobilize resolver teams, govern bridge calls, and ensure timely business communication.
• Drive service restoration, impact assessment, executive updates, customer-impact visibility, and disciplined handover throughout major incidents.
• Approve and review RCAs, corrective and preventive actions,



known-error records, and problem backlogs; challenge superficial or recurring fixes.
• Analyze incident trends and operational data to reduce repeat failures, improve detection, and lower mean time to acknowledge, restore, and resolve.

CHANGE, RELEASE, CONFIGURATION, AND RESILIENCE
• Govern production changes, releases, upgrades, patches, configuration baselines, certificate renewals, and emergency changes.
• Ensure implementation, testing, rollback, communication, post-change validation, and segregation-of-duties requirements are met before approval.
• Oversee high availability, backups, disaster recovery, failover readiness, continuity exercises, and remediation of resilience gaps.
• Coordinate maintenance windows and release calendars to minimize disruption and manage interdependent technology changes.

TECHNOLOGY, CAPACITY, AND PERFORMANCE MANAGEMENT
• Oversee IVR, ACD, CTI, agent desktop, dialer, SIP/

📌 Manager - Operations Support (CEPD) (Kurla)
🏢 IFTAS - Indian Financial Technology & Allied Services
📍 Kurla