24/7 Shift & Roster Management: Plan and manage shift schedules to ensure continuous 24/7/365 operational coverage across L1 (Customer Service / Monitoring), L2 (SysAdmin / Technical Team), and L3 (DevOps / SRE) support levels.
Process & Incident Playbook Development: Build, standardize, and continuously maintain operational Runbooks / Playbooks, incident severity classification frameworks (P1-P4), and Escalation Matrices.
Major Incident Management (Incident Commander): Lead and coordinate technical teams in responding to critical incidents (P1/P2 / service outages), maintain transparent communication channels with clients, and lead post-incident reviews and Root Cause Analysis (RCA).
SLA/OLA Monitoring & Assurance: Closely monitor key operational metrics, including MTTD (Mean Time to Detect), MTTR (Mean Time to Respond/Resolve), and Uptime Rate, to ensure 100% compliance with contractual SLA commitments.

Periodic Service Reporting: Lead regular service performance reviews (Monthly / Quarterly Service Reviews) with clients' technical representatives and management teams.
Change Management: Collaborate with Cloud & Platform teams to manage releases and infrastructure maintenance windows, ensuring minimal disruption to service continuity.
Project Security Compliance: Ensure all client service operations comply with information security standards and requirements, including ISO 27001, SOC 2, and client-specific security guidelines.