TechOps - DE - AMS - SWAT Team Member - Senior Manager

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Role: SWAT Team Member (Rapid Response – Service Excellence)

Role Summary

The SWAT Team acts as a rapid-response unit to address high-priority delivery issues and escalations across Managed Services operations. This role involves root cause analysis (RCA), implementing quick fixes, stabilizing operations, and ensuring service continuity. The team works closely with Service Delivery, MIS, WFM, and Quality teams to resolve issues impacting SLAs and customer experience.

Key Responsibilities

• Respond immediately to critical escalations, outages, or SLA breaches across delivery operations.
• Conduct root cause analysis (RCA) using structured problem-solving techniques (5-Why, Fishbone, Fault Tree).
• Implement containment and corrective actions to stabilize operations quickly.
• Set up and manage war rooms for major incidents; coordinate cross-functional recovery plans.
• Define and maintain playbooks for recurring issues and ensure knowledge transfer to BAU teams.
• Track incidents, analyse trends, and recommend systemic improvements to prevent recurrence.
• Collaborate with MIS, WFM, and Quality teams for real-time data and operational insights.
• Support governance reporting on incident metrics, recovery timelines, and root cause trends.

Required Qualifications & Skills

• Experience: 10–12 years in Managed Services operations, in Financial Services or Cyber Managed Services, TechOps domains or IT Delivery.
• Strong expertise in incident management, RCA methodologies, and operational recovery.
• Familiarity with SLAs, KPIs, and compliance requirements in regulated environments.
• Ability to work under pressure and make quick, data-driven decisions.
• Excellent communication and stakeholder management skills.

Tools & Certifications (Preferred)

• Incident management tools: ServiceNow, JIRA, PagerDuty.
• Analytics tools: Excel, Power BI.
• Certifications: ITIL Incident & Problem Management, Lean Six Sigma (Green Belt).

Behavioural Competencies

• Resilience: Handles high-pressure situations calmly and effectively.
• Problem-Solving: Quickly identifies root causes and implements solutions.
• Collaboration: Works seamlessly with cross-functional teams during crises.
• Proactive Mindset: Anticipates risks and prepares contingency plans.
• Ownership: Takes accountability for resolution and follow-through.

Success KPIs

• Mean Time to Recovery (MTTR) for critical incidents.
• Reduction in incident recurrence through systemic fixes.
• Time-to-containment and SLA breach prevention.
• Playbook coverage and adoption across delivery teams.
• Stakeholder satisfaction during and post-incident.

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