- Own and govern Infrastructure & Operations processes across all technology towers.
- Standardize operational procedures globally.
- Ensure adherence to ITIL, ISO 27001 and internal governance standards.
- Conduct regular process maturity assessments.
- Maintain process documentation, SOPs, RACI matrices and governance artifacts.
B. IT Service Management
- Drive continual improvement of Incident Management, Major Incident Management, Problem Management,
Change Enablement, Request Fulfillment, Service Asset & Configuration Management (CMDB), Knowledge Management, Event Management, Service Level Management, and Availability & Capacity Management.
- Partner with Service Desk and Infrastructure teams to improve process efficiency and customer experience.
C. Operational Excellence
- Identify bottleneck processes and eliminate operational inefficiencies.
- Lead Lean, Kaizen and Six Sigma initiatives.
- Standardize service delivery across regions.
- Improve operational maturity through governance and automation.
- Establish operational playbooks and best practices.
- Identify and drive process simplification through automation.
- Improve End User Experience, NPS score and reduce CAPA.
F. Governance & Compliance
- Drive operational governance forums.
- Ensure audit readiness and track compliance actions.
- Support ISO audits.
- Manage operational risks and ensure policy adherence.