The role oversees incident management, support ticket handling, root cause analysis, operational investigations, service monitoring, stakeholder coordination, and continuous improvement of operational processes.
The role acts as the primary operational lead for production support activities and ensures that operational issues are managed effectively, escalated appropriately, documented properly, and resolved in coordination with internal teams, technical teams, vendors, and external stakeholders. The position also plays a critical role in improving operational maturity, service resilience, governance compliance, and service performance.