~10+ years of IT experience with 5+ years in Service Delivery / Production Support ~ Strong experience managing custom-built applications (Java, .NET, APIs, cloud-based systems, etc.). ~ Solid understanding of ITIL framework (Incident, Problem, Change) ~ Ability to manage high-pressure production environments ~ Drive automation for monitoring, deployment, and incident resolution ~ Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary. ~ Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery. ~ Developing a deep understanding of projects 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.