Roles and Responsibilities:

1. Service Management and Delivery
   • Oversee the day-to-day operations of application maintenance and support services.
   • Ensure adherence to SLAs, KPIs, and service quality standards.
   • Implement and monitor ITIL-based service management processes.
2. Team Leadership and Development
   • Lead, mentor, and develop a team of application support analysts and engineers.
   • Foster a collaborative and high-performance team environment.
   • Conduct performance evaluations and provide career development guidance.
3. Incident and Problem Management
   • Manage the resolution of major incidents and problems.
   • Conduct root cause analysis and implement corrective actions.
   • Ensure timely communication and updates during incident management.

Experience/Exposure:

• Experience in IT service delivery or application support with experience in at least one of the following areas: SAP, COTS Apps or Digital Applications
• Proven track record of managing application maintenance services in a complex enterprise environment
• Experience with ITIL or similar service management frameworks
• Certification in ITIL Foundations desirable
• Language: English (B2)

Education/certification:

• ITIL Foundations

Required Skills:

• SAP
• COTS