Lead and manage end-to-end Service of Process operations, ensuring compliance, SLA adherence, and high accuracy. Drive process improvements, KPI monitoring, MIS reporting, stakeholder collaboration, and team development. Handle escalations, cross-jurisdictional coordination, and operational governance while maintaining productivity and service quality.

Provide onsite and remote IT support to internal and external users, handle high-volume service desk tickets, troubleshoot Microsoft OS/Office/Exchange/AD and network/infra issues, track KPIs and SLAs, participate in on-call rotational shifts, produce documentation, and ensure compliance with ITIL and security policies.

Support and improve IT service management processes (incident, problem, change), coordinate with stakeholders to meet SLAs, drive continuous improvement, and ensure efficient delivery of technology services to clients.