Programme Lead (IT Operations & Application Support Manager) [CCP for ICT Professionals]

Key Responsibilities:

1. Application Support & Incident Management – Overseeing Day 2 support operations, incident resolution, application stability and technical escalations across client projects.

2. IT Service Management – Establishing standardised processes for incident management, service-level agreements (SLAs), change management and operational performance monitoring.

3. Support Team Leadership – Managing application support teams, optimising resource allocation and developing technical support capabilities.

4. AI Adoption & Automation – Introducing AI-enabled solutions to streamline ticket management, incident classification, knowledge management and support workflows.

5. Service Improvement & Client Management – Improving service quality, operational efficiency and client satisfaction through continuous improvement initiatives.