- Oversee the planning and execution of application support initiatives, ensuring alignment with organizational priorities.

- Manage incident, problem, and change processes within ITSM frameworks to meet SLAs and compliance requirements.

- Coordinate resource allocation and workload balancing across support teams for optimal efficiency.

- Track and report on operational metrics, including ticket resolution times, backlog trends, and service performance.

- Drive continuous improvement projects to enhance support processes and reduce recurring issues.

Product Management :

- Maintain a deep understanding of supported applications and their business impact.

- Partner with product owners and development teams to prioritize fixes, enhancements, and technical debt resolution.

- Ensure application stability and performance through proactive monitoring and lifecycle management.

- Advocate for user experience improvements based on support trends and feedback.

Collaboration & Communication :

- Foster strong partnerships with business stakeholders, technology teams, and vendors to ensure seamless support and resolution of application issues.

- Communicate effectively across multiple levels of the organization, translating technical details into business-friendly language.

- Collaborate with cross-functional teams to prioritize and manage work in both Kanban and ITSM environments.

- Lead technology-wide recovery efforts during critical incidents, coordinating across multiple pillars to restore services quickly and minimize business impact.

- Serve as the primary escalation point during major outages, ensuring timely updates to executives, stakeholders, and impacted teams.

- Facilitate post-incident reviews and root cause analysis sessions, driving continuous improvement and resilience across the technology landscape.

- Promote transparency and accountability through clear status reporting and proactive communication on incident progress and resolution timelines.

Methodologies & Tools :

- Apply ITIL principles for incident, problem, and change management within ServiceNow.

- Utilize Kanban practices for managing enhancement requests and small projects in Jira Align.

- Leverage reporting and dashboards in ServiceNow and Jira to monitor performance and drive accountability.

- Promote best practices for documentation and knowledge base management.

Technical Experience :

- Maintains an enterprise-wide network infrastructure initiatives (LAN, WAN, WLAN, VPN, SD-WAN).

- Leads the configuration and lifecycle management of network hardware and software (e.g., routers, switches, firewalls, wireless controllers).

- Drives performance monitoring, incident response, and root cause analysis to ensure optimal network availability and reliability.

- Directs network maintenance schedules, system upgrades, and patch management across platforms.

- Partners with security & cloud teams to implement integrated and secure network solutions.

- Maintains and enforces standards for network documentation, including architecture diagrams, configuration baselines, and operational procedures.

- Provides technical leadership and mentorship to network engineering teams

- Strong expertise in networking protocols (TCP/IP, DNS, DHCP, BGP, OSPF, EIGRP) and enterprise-grade hardware (Cisco, Aruba, Riverbed).

- Proficiency in network monitoring and diagnostic platforms (e.g., NetBrain, LogicMonitor).

- Deep understanding of firewall technologies (Palo Alto, Cisco ASA) and cloud networking (AWS, Azure).

- Experience with network automation frameworks and scripting tools (Python, Ansible, GitHub).

- Familiarity with unified communications and VoIP systems (Cisco, Avaya).

- Proven ability to lead cross-functional teams and deliver complex infrastructure projects on time and within budget.