Job description
Job Purpose To drive service quality assurance initiatives, monitor performance metrics, and ensure continuous improvement of IT service delivery.
Key Responsibilities
Monitor SLA performance and service quality metrics. Lead incident and problem management reviews. Develop service improvement initiatives. Oversee workload automation and process optimization. Produce service performance reports for management.
Requirements
Qualifications Bachelor's Degree in Computer Science, Information Systems, Information Technology, or related discipline. Experience Minimum of 7 years' relevant experience in IT Operations, Service Management, or Service Assurance. Certifications ITIL Expert Lean Six Sigma COBIT