Role & responsibilities :

The candidate will be responsible for managing application managed services, ensuring SLA compliance, driving service governance, and coordinating critical incidents and releases.

The individual will act as the primary day-to-day point of contact for the Application Managed Services Manager and ensure seamless service delivery through effective coordination with technical teams and business stakeholders.

- Act as the primary day-to-day contact for the Application Managed Services Manager.

- Monitor and manage SLA performance and service delivery commitments.

- Prepare governance reports, service dashboards, and performance updates.

- Coordinate and manage P1/P2 incidents and critical escalations.

- Lead problem management activities and conduct Root Cause Analysis (RCA).

- Manage release readiness, deployment planning, and change management activities.

- Ensure compliance with ITIL processes and service management standards.

- Track incidents, changes, problems, and service requests.

- Coordinate with technical teams and business stakeholders.

- Identify opportunities for continuous service improvement.

Preferred candidate profile :

- Strong experience in IT Service Delivery / Technical Service Management.

- Hands-on knowledge of ITIL frameworks and processes.

- Experience with ServiceNow.

- Working knowledge of Jira and Confluence.

- Strong understanding of SLA, KPI, Incident, Problem, and Change Management.

- Experience in Application Managed Services.

- Excellent stakeholder management, communication, and coordination skills.

- Ability to manage critical incidents and service escalations effectively.