Serve as the primary point of contact and subject matter expert for all JADE Business applications.
Ensuring the delivery of IT Application services meets the agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
Managing IT Delivery projects, including planning, scheduling, and executing project tasks, managing project risks, issues, and dependencies.
Ensure application performance, availability, and security meet or exceed SLAs
Implement and maintain ITIL best practices and processes
Oversee the incident management process (Including major Incidents), ensuring timely resolution of issues
Lead problem management activities to identify root causes and prevent recurrence
Collaborating with cross-functional teams, including IT operations, infrastructure, software development, and business stakeholders, to define and deliver IT services.
Developing and implementing service improvement plans to enhance service quality and customer satisfaction.
Ensuring compliance with industry and regulatory standards, including data privacy, security, and compliance.
