Monitor and optimize service delivery performance: Track key metrics, identify areas for improvement, and implement initiatives to driv..
Monitor and optimize service delivery performance: Track key metrics, identify areas for improvement, and implement initiatives to drive service quality and efficiency.
Own critical incidents: Take ownership of complex issues, coordinate resolution efforts, and ensure effective communication with stakeholders throughout the process.
Develop deep understanding of service delivery: Analyze projects and processes to gain insights into scope, challenges, and potential optimization opportunities.
Lead service improvement initiatives: Design and implement strategies to enhance service delivery, including automation, runbook creation, and L3 collaboration.
Optimize the L2 support team: Implement a shared services model through cross-skilling and training, leading to cost savings and improved resource utilization.
Foster continuous improvement: Analyze internal and external processes to identify and implement strategies for service delivery optimization.
Drive accountability and ownership: Ensure the L2 support team meets service level agreements (SLAs) and customer expectations, proactively driving future demand.
Collaborate with stakeholders: Maintain effective communication and collaboration with internal teams (L3 support, network, development) and external vendors.
