Duties and Responsibilities:

• Lead, mentor, and develop a team of technical professionals to ensure high performance, engagement, and retention
• Oversee day-to-day service delivery operations, ensuring adherence to SLAs, KPIs, and customer expectations
• Drive continuous improvement of service management processes, frameworks, and operational strategies
• Apply Site Reliability Engineering (SRE) principles, with a focus on automation, scalability, and system reliability
• Collaborate with cross-functional teams (engineering, product, business stakeholders) to align service delivery with organizational goals
• Manage incident response, problem management, and root cause analysis to minimize service disruptions
• Analyze performance metrics and implement data-driven improvements to enhance efficiency and service quality
• Lead strategic initiatives, projects, and transformation pro...