1. Service Delivery Oversight Ensure end-to-end delivery of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk). Maintain service levels and KPIs as per contractual commitments. Oversee incident, problem, and change management processes for compliance with ITIL standards. Conduct daily/weekly service reviews to track performance, risks, and escalations. Manage shift operations and ensure 24x7 coverage, including effective handover between teams. 2. Technical Governance & Operations Act as the technical authority across infrastructure towers, providing direction to SMEs and engineers. Review monitoring and alerting frameworks to ensure proactive issue detection. Oversee patching, upgrades, capacity planning, and system health checks. Drive root cause analysis (RCA) for major incidents and ensure timely preventive actions. Govern change implementation, ensuring risk assessment and rollback plans are in place. 3. Compliance, Security & Risk Management Ensure adherence to security baselines, data protection policies, and audit requirements. Work closely with the information security team for vulnerability remediation and compliance reporting. Maintain risk registers and implement mitigation plans for operational and service risks. Validate license compliance, software asset management, and infrastructure documentation. 4. People & Vendor Management Lead and mentor the operations teams (L1–L3 engineers, shift leads, service desk managers). Define clear roles, responsibilities, and performance metrics. Manage third-party vendors and OEM partners, including SLA and contract adherence. Drive training and upskilling programs to maintain technical capability across technologies. Foster a culture of accountability, collaboration, and continuous improvement. 5. Continuous Service Improvement (CSI) Identify and implement automation, orchestration, and optimization opportunities. Review operational trends to reduce recurring incidents an