Experience - 12 - 15 years

• Monitor SLA compliance & aged incident backlog.

• Ensure incidents are classified/categorized correctly.

• Oversight of incident dashboards & reporting (daily/weekly/monthly).
• Proactively follow up with teams on key metrics such as aged incidents and breached SLAs to ensure timely resolution.
• Drive continual improvement (CSI)
• Conduct audits (process adherence, escalations, accuracy of categorization).
• Governance reviews with stakeholders.
• Must be CSA certified

Please refer the Job description for details