Manager - Digital Operational Excellence

As a Manager, Operational Excellence, you will play a crucial role in managing and resolving incidents while ensuring our operational processes are optimized for peak performance across the DCO. You will work closely with cross-functional teams to proactively identify, analyze, and resolve issues that impact our operations.

Key Responsibilities :

• Drive the Incident and Problem Management workstream from an operational perspective to ensure timely resolution of issues and minimization of customer impact in strong coordination with Service Management .
• Develop and monitor key performance indicators to report on incidents and operational efficiency. Including running Daily Standup s and managing mega moments for operations.
• Facilitate root cause analysis and implement preventive measures to reduce the recurrence of incidents both technically (P1, 2, 3, 4) and operationally .
• Maintain a robust knowledge base of incident and problem management processes, as well as ensuring lessons learned are shared across the organization.
• Support Reporting & KPI Development by providing accurate data and insights into incident trends and resolution outcomes.
• Participate in continuous improvement initiatives by identifying and addressing operational bottlenecks and opportunities for process enhancements in post-incident environments.
• Engage in training and development sessions to ensure best practices in incident management are well understood and implemented across teams.

Core Competencies :

Qualifications :