Operations Manager

• Responsibilities:

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Team Leadership and Development
: Lead, coach, and mentor the IT Operations team, fostering a high-performance culture and supporting career growth through regular performance reviews.

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Incident and Defect Management
: Oversee daily IT operations, including the intake, triage, and escalation of trouble tickets. Lead defect troubleshooting bridges and drive Root Cause Analysis (RCA) to identify the fundamental cause of issues. Ensure the end-to-end resolution and closure of all incidents and defects to minimize business disruption.

·
Performance and Process Improvement
: Establish and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure efficient service delivery. Drive continuous improvement by streamlining processes for Defect, incident, problem, and change management.

·
Release Management
: Oversee the entire release manageme...