Oversee all Major and critical incidents, ensuring SLA compliance
Own and manage business-critical escalations and communication to all management levels
Take full ownership of issues from identification through resolution
Liaise with partners and suppliers, providing regular proactive updates
Lead RCA for all major incidents within Keyloop and 3rd Party providers
Identify trends and patterns to prevent recurring issues

🎯 Requirements

Minimum of 5+ years in IT, Infrastructure and Cloud Services
Strong working knowledge with Application integration, AWS and other Cloud Services, Middleware
Advanced proficiency in Jira and Jira Service Management
Dashboard creation and metrics analysis
Automation tools and AI assistants (Copilot)
ITIL framework and incident management best practices

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