- Manage Relationship with business on Run service
- In charge of Run activities for applications or services and conduct business review with business representatives
- Manage escalation from business teams and ensure business continuity and follow till closure
- Manage dependencies and trigger hierarchical escalation protocol as needed ("pending by user, awaiting vendor status" tickets etc.)
- Own critical outbound communications from IT with business
Ø Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams
Ø Track and ensure business satisfaction and take necessary action to improve CSAT progressively
- Monitor and control service delivery
- Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable
- Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence
- Work with Application management service partner to generate actionable insights to improve system availability and performance
- Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits
- Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams
- Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)
- Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions
- Lead change management including process governance, CAB & quality control.
