To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.
Key Responsibilities
1. To define and implement transparent service level agreements (SLAs) for support operations.
2. Managing Cost of providing service within budgeted levels
3. Ensure process effectiveness and continual service improvement
4. Managing risks and escalating appropriately to Sr Management
5. Co-ordination with onsite track leads and engaging with Customers
6. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.