BU Lead (BU/21)

BU Lead 


Experience 10 years in handling AMS Projects


Service Management

·Incident Management, Service Request Management, Changes, Problem tickets

·Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

·Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

·Developing a deep understanding of projects, domain knowledge to gain insights into the scope of service delivery

·Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

·Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

·Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

·Providing accurate and regular reports to the management on performance of the service delivery

·Leading personnel management, including staff recruitment, performance assessment, training, and mentoring

·Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments


  • Prepare weekly report and run it with customer
  • Monthly meeting with business users
  • Follow up action items to closure


·Proficient in technical skills like .Net Unix, JavaScript, SQL, POSTMAN usage, JSON/XML

·Proficiency in leading both physical and virtual teams

·Experience in dealing with third-party-provided services

·Operational ability in a diverse, large-scale environment

·Exceptional customer-facing skills

·In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

·Mastery of ITIL (Information Technology Infrastructure Library) principles

·Expertise in people management and leadership

·Strong organizational skills

·Capacity to train and guide junior team members

·Ability to manage and prioritize tasks efficiently

·Solid resource planning and problem-solving skills

·Readiness to demonstrate a proactive attitude

·Excellent verbal and written communication skills



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