Sr Technical Lead (Support & Operations)

• Incident Management
• SLA Management
• IT Operations
• Change Management
• Root Cause Analysis
• Trend Analysis
• Capacity Planning
• Service Delivery
• Technical Support
• ITIL Practices
• Stakeholder Management
• Documentation Management

Lead support and operations teams to ensure timely resolution of complex incidents and escalations in line with agreed SLAs. Provide technical guidance, mentor team members, and establish standard operating procedures to enhance service delivery and knowledge sharing. Review and validate change implementation plans, ensure compliance with operational standards, and contribute to capacity planning initiatives. Conduct root cause and trend analysis to improve system stability and service performance. Engage directly with customers and business stakeholders to address concerns, present performance reports, and drive continuous improvement in operational efficiency and customer satisfaction.