Main Accountabilities
1. Digital Project Execution & Delivery
• Manage execution of digital projects and change requests across LOS, SFDC, CRM, and integrations
• Ensure timely delivery aligned to business timelines and requirements
• Track project progress and resolve dependencies across teams
2. Application Support & System Stability
• Ensure uptime of core systems (LOS, SFDC, etc.) meets defined SLAs (≥95%)
• Drive reduction of system issues, defects, and recurring incidents
• Provide support during UAT, go-live, and post-production phases
3. Service Delivery & Issue Management
• Drive reduction in open implementation issues and CRs
• Ensure timely resolution of production issues and escalations
• Monitor service performance and improve turnaround time
4. IT Governance & Compliance Execution
• Ensure adherence to IT governance processes, audit requirements, and controls
• Support reduction in internal audit observations
• Maintain documentation, logs, and compliance records
5. Release & Patch Management
• Ensure timely patch deployment across SIT, UAT, and Production environments
• Validate deployments to ensure minimal defects and stable releases
• Coordinate with vendors and internal teams for smooth releases