• Deploy, execute and improve Information Technology infrastructure Library (ITIL) processes for the Business Process/ Business chain.
  • Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
  • Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems.
  • Prepare, publish and monitor process documentation and process reports.
  • Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
  • Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
  • Execute controls at defined time and accuracy.
  • Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
  • Perform trend analysis and suggest improvements on innovation and modernization.

• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Strengthen business chain monitoring in co-ordination with Production chapters.