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 programs to support business growth and innovation
- Participate in hiring, onboarding, and workforce planning to build a strong and future-ready team
Qualifications:
- Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or equivalent experience
- Minimum of 5 years of experience in strategic team leadership and development, preferably within an IT or technology-driven environment
- Proven experience in building, managing, and scaling high-performing technical teams
- Strong background in service delivery, operations management, and process improvement
- Deep understanding of Site Reliability Engineering (SRE) principles and practices, with a focus on automation
- Demonstrated ability to lead complex projects and drive execution in fast-paced environments
- Experience working in 24×7 operations and managing shifting priorities effectively
