Key Responsibilities

Service Operations & Performance:

• Oversee day-to-day service delivery for assigned client accounts, ensuring SLA and KPI compliance.
• Coordinate with helpdesk, VNOC, onsite engineers, and vendors to ensure timely resolution of service issues.
• Monitor ticket queues, escalation paths, and repeat incident trends to maintain proactive management.
• Leverage AI platforms and analyse data to identify trends.
• Produce and review regular service repo
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