Tower Lead (Support & Operations)

Job Summary

 Lead and Manage end-to-end delivery of Command Centre operations Team, covering Major Incident Assistance (MIA) and Major Incident Prevention (MIP) functions. Lead and Manage Cross Functional Services (CFS) teams, ensuring seamless integration across ITSM processes including Incident, Problem, Change, Capacity, CMDB, Service Request, and SLM. Drive CFS process governance, ensuring standardized workflows, ITIL adherence, audit readiness, and alignment with enterprise service management frameworks. Oversee service lifecycle management within CFS, from incident triage to problem resolution, controlled change implementation, and continuous improvement. Own major incident governance, ensuring timely detection, impact assessment, escalation, and service restoration within SLA thresholds. Oversee 24x7 Command Centre monitoring and response, ensuring proactive alerting and swift resolution to minimize business disruption. MIA: Assisting major incident manager in handling by driving rapid impact assessment, incident promotion, real-time stakeholder communication, and cross-team coordination to ensure swift service restoration with minimal business impact. MIP: Drive proactive prevention of major incidents through anomaly detection, trend analysis, monitoring enhancements, and continuous improvement initiatives to eliminate recurring issues and strengthen service stability. Ensure adherence to SLA/KPI targets (MTTR, response time, communication cadence, resolution quality). Lead problem management and RCA governance, identifying recurring issues and driving permanent fixes. Govern operational performance through QBRs, dashboards, and data-driven reporting. Lead global operations governance, including escalation handling, shift oversight, and stakeholder communication. Build and mentor high-performing teams, ensuring capability development and operational maturity. Ensure adherence to ITIL, audit, and governance frameworks across all services.

Key Responsibilities

 Lead and Manage end-to-end delivery of Command Centre operations Team, covering Major Incident Assistance (MIA) and Major Incident Prevention (MIP) functions. Lead and Manage Cross Functional Services (CFS) teams, ensuring seamless integration across ITSM processes including Incident, Problem, Change, Capacity, CMDB, Service Request, and SLM. Drive CFS process governance, ensuring standardized workflows, ITIL adherence, audit readiness, and alignment with enterprise service management frameworks. Oversee service lifecycle management within CFS, from incident triage to problem resolution, controlled change implementation, and continuous improvement. Own major incident governance, ensuring timely detection, impact assessment, escalation, and service restoration within SLA thresholds. Oversee 24x7 Command Centre monitoring and response, ensuring proactive alerting and swift resolution to minimize business disruption. MIA: Assisting major incident manager in handling by driving rapid impact assessment, incident promotion, real-time stakeholder communication, and cross-team coordination to ensure swift service restoration with minimal business impact. MIP: Drive proactive prevention of major incidents through anomaly detection, trend analysis, monitoring enhancements, and continuous improvement initiatives to eliminate recurring issues and strengthen service stability. Ensure adherence to SLA/KPI targets (MTTR, response time, communication cadence, resolution quality). Lead problem management and RCA governance, identifying recurring issues and driving permanent fixes. Govern operational performance through QBRs, dashboards, and data-driven reporting. Lead global operations governance, including escalation handling, shift oversight, and stakeholder communication. Build and mentor high-performing teams, ensuring capability development and operational maturity. Ensure adherence to ITIL, audit, and governance frameworks across all services.

Skill Requirements

 Lead and Manage end-to-end delivery of Command Centre operations Team, covering Major Incident Assistance (MIA) and Major Incident Prevention (MIP) functions. Lead and Manage Cross Functional Services (CFS) teams, ensuring seamless integration across ITSM processes including Incident, Problem, Change, Capacity, CMDB, Service Request, and SLM. Drive CFS process governance, ensuring standardized workflows, ITIL adherence, audit readiness, and alignment with enterprise service management frameworks. Oversee service lifecycle management within CFS, from incident triage to problem resolution, controlled change implementation, and continuous improvement. Own major incident governance, ensuring timely detection, impact assessment, escalation, and service restoration within SLA thresholds. Oversee 24x7 Command Centre monitoring and response, ensuring proactive alerting and swift resolution to minimize business disruption. MIA: Assisting major incident manager in handling by driving rapid impact assessment, incident promotion, real-time stakeholder communication, and cross-team coordination to ensure swift service restoration with minimal business impact. MIP: Drive proactive prevention of major incidents through anomaly detection, trend analysis, monitoring enhancements, and continuous improvement initiatives to eliminate recurring issues and strengthen service stability. Ensure adherence to SLA/KPI targets (MTTR, response time, communication cadence, resolution quality). Lead problem management and RCA governance, identifying recurring issues and driving permanent fixes. Govern operational performance through QBRs, dashboards, and data-driven reporting. Lead global operations governance, including escalation handling, shift oversight, and stakeholder communication. Build and mentor high-performing teams, ensuring capability development and operational maturity. Ensure adherence to ITIL, audit, and governance frameworks across all services.

Other Requirements

 Lead and Manage end-to-end delivery of Command Centre operations Team, covering Major Incident Assistance (MIA) and Major Incident Prevention (MIP) functions. Lead and Manage Cross Functional Services (CFS) teams, ensuring seamless integration across ITSM processes including Incident, Problem, Change, Capacity, CMDB, Service Request, and SLM. Drive CFS process governance, ensuring standardized workflows, ITIL adherence, audit readiness, and alignment with enterprise service management frameworks. Oversee service lifecycle management within CFS, from incident triage to problem resolution, controlled change implementation, and continuous improvement. Own major incident governance, ensuring timely detection, impact assessment, escalation, and service restoration within SLA thresholds. Oversee 24x7 Command Centre monitoring and response, ensuring proactive alerting and swift resolution to minimize business disruption. MIA: Assisting major incident manager in handling by driving rapid impact assessment, incident promotion, real-time stakeholder communication, and cross-team coordination to ensure swift service restoration with minimal business impact. MIP: Drive proactive prevention of major incidents through anomaly detection, trend analysis, monitoring enhancements, and continuous improvement initiatives to eliminate recurring issues and strengthen service stability. Ensure adherence to SLA/KPI targets (MTTR, response time, communication cadence, resolution quality). Lead problem management and RCA governance, identifying recurring issues and driving permanent fixes. Govern operational performance through QBRs, dashboards, and data-driven reporting. Lead global operations governance, including escalation handling, shift oversight, and stakeholder communication. Build and mentor high-performing teams, ensuring capability development and operational maturity. Ensure adherence to ITIL, audit, and governance frameworks across all services.