- Monitor and optimize service delivery performance: Track key metrics, identify areas for improvement, and implement initiatives to drive service quality and efficiency.
- Own critical incidents: Take ownership of complex issues, coordinate resolution efforts, and ensure effective communication with stakeholders throughout the process.
- Develop deep understanding of service delivery: Analyze projects and processes to gain insights into scope, challenges, and potential optimization opportunities.
- Lead service improvement initiatives: Design and implement strategies to enhance service delivery, including automation, runbook creation, and L3 collaboration.
- Optimize the L2 support team: Implement a shared services model through cross-skilling and training, leading to cost savings and improved resource utilization.
- Foster continuous improvement: Analyze internal and external processes to identify and implement strategies for service delivery optimization.
- Drive accountability and ownership: Ensure the L2 support team meets service level agreements (SLAs) and customer expectations, proactively driving future demand.
- Collaborate with stakeholders: Maintain effective communication and collaboration with internal teams (L3 support, network, development) and external vendors.
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