Job Description

Roles & Responsibilities

• 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.

Desired Candidate Profile

• Minimum 7 years of relevant experience in IT operations, production support, service management, or digital platform operations.

• Minimum 3 years of experience in a supervisory or leadership role managing support or operations teams.

• Proven experience in incident management, root cause analysis, service monitoring, and stakeholder coordination.

• Experience in government digital platforms, identity services, critical national systems, or high-availability environments is preferred.

Technical Competencies

• IT operations and production support management

• Incident management and major incident handling

• Root Cause Analysis and problem management

• Service monitoring and operational reporting

• Ticketing systems and SLA management

• Operational governance and documentation

• Change and release readiness support

• Stakeholder and vendor coordination

• Risk identification and escalation

• Operational investigation and issue analysis