Job Summary

Service Management Operations

Responsibilities

- Ensure services are delivered in line with agreed SLAs, KPIs, and contractual obligations.
- Monitor service performance and drive corrective actions for SLA deviations.
- Lead Incident, Problem, Change, and Service Request Management processes.
- Ensure timely resolution of major incidents and minimize business impact.
- Root Cause Analysis - RCA Submissions
- Drive operational efficiency and service quality improvements.
- Conduct weekly, monthly, and quarterly service reviews with customers.
- Prepare and present service performance reports, dashboards, and executive summaries.
- Act as the primary escalation point for service delivery issues.
- Maintain solid customer relationships and ensure customer satisfaction targets are achieved.
- Govern ITIL processes including: Incident Management, Problem Management, Change Management, Request Fulfillment, Asset Configuration Management, Service Level Management.
- Ensure adherence to organizational and customer compliance requirements.
- Identify operational risks and drive mitigation plans.
- Ensure audit readiness and compliance with regulatory/customer requirements.
- Track and manage open audit observations and service improvement initiatives.
- Support security, vulnerability, and compliance remediation activities.
- Analyze service trends and implement improvement initiatives.




- Drive automation and process optimization opportunities.
- Lead root cause analysis (RCA) for major incidents and recurring issues.
- Establish preventive measures to improve service stability.
- Coordinate with internal teams, partners, and third-party vendors.
- Ensure vendor performance aligns with contractual obligations.
- Facilitate cross-functional collaboration for issue resolution and project delivery.
- Strong understanding of ITIL Framework and Service Management processes.
- Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments.
- Knowledge of TSM tools.
- Experience with SLA/KPI reporting and governance.
- Escalation Management.
- Excellent Communication Skills
- Problem Solving Approach.

Qualifications

- Graduate in Computer Science, Information Technology, Engineering, or related
- Mandatory 6+ years of Banking domain experience.
- ITIL Foundation certification (mandatory).
- ITIL Intermediate/Managing Professional certifications (preferred).
- Preferred Banking Knowledge

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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