Platform Management Head

Job Summary:

Own and continuously improve the end-to-end service health, reliability, and operational performance of the company’s platforms—covering the core loyalty platform (vendor-driven), digital & communications channels (IVR, websites, chatbot, messaging), database/integration services, and the service management discipline. Ensure high availability, strong customer experience, data integrity, security compliance, and cost discipline through measurable SLO/SLAs, governance, and vendor management.

Responsibilities:

• Own service availability & performance across Loyalty Core, Digital/Comms, Integration & Data platforms
• Lead incident management (major incidents, comms, triage, restoration) with clear escalation to vendors/teams
• Drive problem management (RCA quality, permanent fixes, trend reduction)
• Enforce change control for customer-impacting changes with ro...