Job Summary:
Own and continuously improve the end-to-end service health, reliability, and operational performance of the company's platformscovering the core loyalty platform (vendor-driven), digital & communications channels (IVR, websites, chatbot, messaging), database/integration services, and the service management discipline. Ensure high availability, strong customer experience, data integrity, security compliance, and cost discipline through measurable SLO/SLAs, governance, and vendor management.
Responsibilities:
- Own service availability & performance across Loyalty Core, Digital/Comms, Integration & Data platforms
- Lead incident management (major incidents, comms, triage, restoration) with clear escalation to vendors/teams
- Drive problem management (RCA quality, permanent fixes, trend reduction)
- Enforce change control for customer-impacting changes with rollback and monitoring gates
- Operate vendor governance for the core loyalty platform and key managed services
- Establish and maintain service catalog, CMDB/service mapping, and ownership model
- Improve observability (monitoring, logging, alerting) and on-call readiness
- Govern data integrity & integration reliability (batch/API health, reconciliation, lineage basics)
- Lead platform BAU operations: patching coordination, access workflow alignment, capacity and DR readiness
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- At least 10+ years in IT operations / platform management / service delivery / reliability engineering and 3+ years leading managers/teams and running cross-vendor operations.
- Strong grounding in ITIL-based service management (incident/problem/change) and vendor-managed environments.
- Vendor governance and commercial discipline (SLA/OLA design, scorecards, escalations, acceptance criteria).
- Experience supporting loyalty platforms / CRM / digital channels (web, IVR, chatbot, messaging).
- Familiarity with integration patterns (API gateway, ESB/iPaaS), data pipelines, and reconciliation controls.
