Responsibilities
Service Operations & Delivery
• Manage day-to-day BAU operations for biometric applications, systems and related infrastructure.
• Ensure system availability, operational stability, and compliance with
SLA/KPI requirements.
• Coordinate and monitor support activities across multiple support teams, vendors, and stakeholders.
• Lead operational reviews and service governance meetings with customers.
Incident Management & Investigation
• Lead major incident handling, troubleshooting coordination, and service recovery activities.
• Drive root cause analysis (RCA) and ensure proper corrective and preventive actions are implemented.
• Coordinate with technical teams for incident investigation, log analysis, and escalation management.
• Track incident trends and recommend improvement actions to reduce recurring issues.
Customer Management
• Act as the primary customer-facing representative for operational and service-related matters.
• Provide timely updates, incident communication, and operational reporting to customers.
• Build strong customer relationships and maintain customer confidence during critical situations.
• Support customer discussions on operational improvements, risk management, and service enhancement initiatives.
Reporting & Governance
• Prepare operational reports, SLA/KPI reports, incident summaries, and management presentations.
• Conduct regular service review meetings with customers and internal stakeholders.
• Ensure proper documentation of incidents, operational procedures, and escalation processes.
• Maintain audit readiness and operational compliance documentation.
Continuous Improvement
• Identify operational gaps and recommend process improvements.
• Drive automation, monitoring enhancement, and operational efficiency initiatives.
• Support system upgrades, patching activities , and operational readiness activities.
Requirements
• Degree in Information Technology, Computer Science, Engineering, or related field.
• Minimum 5–8 years of experience in Service Delivery, Operations
• Management, or Technical Support environments.
• Experience managing mission-critical systems or large-scale enterprise platforms.
• Experience in application support, including troubleshooting, issue investigation, log analysis, user support, and coordination with development or engineering teams for issue resolution.
• Strong experience in incident management, problem management, and customer handling.
• Experience in biometric systems, border control systems, security systems, or government projects is an advantage.
• Familiarity with infrastructure, networking, servers, virtualization, cloud-native platforms, or enterprise applications is preferred.
• Strong analytical, troubleshooting, and coordination skills.
• Excellent communication and stakeholder management skills.
• Able to work under pressure and manage critical incidents effectively.
Licence no: 12C6060
