Tower Lead (Support & Operations)

About the role

Govern operational performance through QBRs, dashboards, and data-driven reporting.

What you'll do

• Lead and Manage end-to-end delivery of Command Centre operations Team, covering Major Incident Assistance (MIA) and Major Incident Prevention (MIP) functions
• Lead and Manage Cross Functional Services (CFS) teams, ensuring seamless integration across ITSM processes including Incident, Problem, Change, Capacity, CMDB
• Drive CFS process governance, ensuring standardized workflows, ITIL adherence, audit readiness, and alignment with enterprise service management frameworks
• Oversee service lifecycle management within CFS, from incident triage to problem resolution, controlled change implementation, and continuous improvement
• Own major incident governance, ensuring timely detection, impact assessment, escalation, and service restoration within SLA thresholds

What you need

• Coordination
• Reporting
• Process improvement
• ITIL
• Root cause analysis
• Any graduate