• Monitor and track service quality KPIs across IT Operations domains.

• Analyze service stability, open incidents, and recurring issues.

• Support tracking and closure of iSecure vulnerabilities in coordination with relevant teams.

• Participate in investigations of recurring problems across core platforms (CRM, Billing, ODS, Integrations, Middleware).

• Support technical deep-dive sessions with vendors, design, and operations teams.

• Track implementation and verification of permanent fixes in production.

• Support governance of critical and high-severity incidents.

• Ensure incident communication, escalation, and impact assessment are followed as per standards.

• Assist in reviewing RCA and corrective/preventive action plans for quality and completeness.

• Track corrective actions and validate closure evidence.

• Support health assessments for key platforms (databases, middleware, CRM, billing, mediation, ESB).

• Assist in analyzing capacity, utilization, and performance trends.

• Contribute to optimization initiatives (resource tuning, stability improvements, cost efficiency).

• Support validation of DR, clustering, and autoscaling readiness.

Skills

• Bachelor’s degree in Computer Science, IT, or related field.

• 4–8 years of experience in IT Operations, Production Support, or Service Management.

• Exposure to mission-critical enterprise or telecom platforms is preferred.

• Working knowledge of ITIL processes (Incident and Problem Management).

• Advanced experience in RCA and incident analysis.

• Understanding of enterprise platforms (DBs, middleware, CRM, billing, integration layers).

• Advanced Excel, PowerPoint and visualization tools skills.

• Ability to analyze logs, metrics, and operational reports.

• Experience working with vendors and cross-functional teams.

• Strong analytical and problem-solving skills.

• Good communication and documentation abilities.

• Ability to work in high-pressure production environments.

• Team-oriented with attention to detail and accountability mindset.