Shift Manager

I. PURPOSE

Drive service excellence by improving operational processes and operationalizing new service offerings to enhance efficiency, profitability, and customer retention.

II. KEY RESPONSIBILITIES

• Lead and manage 24x7x365 Operations teams, ensuring performance, reliability, and policy compliance.
• Enforce operational processes, escalation procedures, and service governance standards.
• Oversee shift scheduling, handovers, incident escalation, and service continuity.
• Manage availability, capacity, risk, change, configuration, and service level compliance.
• Lead P1/P2 incident resolution, problem management, and RCA execution.
• Ensure effective client support, access control, asset management, and service restoration.
• Collaborate with leadership to improve workflows, documentation, standards, and processes.
• Develop team capabilities through performance reviews, training plans, and...