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