Lead enterprise IT service delivery across 21 mission-critical infrastructure systems, ensuring production stability and 99.5% availability performance. Own end-to-end L3 escalation governance and ITIL-based Problem Management in ServiceNow, directing RCA and CAPA to reduce recurring incidents and strengthen system resilience. Direct cross-functional incident response across technical teams, stakeholders and vendors to restore services, reduce MTTR and minimise business impact. Drive data-driven Continual Service Improvement (CSI), analysing 600-800 monthly incidents using trend and variance analysis to identify recurring failure patterns and prioritise risk mitigation actions. Participate in internal audit reviews assessing adherence to incident management controls and technical SOPs, reinforcing governance discipline and audit readiness. Contribute engineering inputs to Business Continuity Planning (BCP), supporting operational readiness through budget forecasting, resource planning and vendor coordination. Exercise governance oversight across more than 30 distributed sites, reviewing and approving infrastructure changes to meet fire safety requirements and ensure operational integrity.

Led Network and Server Operations teams (16 engineers) supporting 1,000+ network devices and 300+ servers across 30+ sites islandwide, overseeing day-to-day operations, workforce planning and team performance management. Owned Major Incident Management (P1/P2) within an ITIL-aligned framework, coordinating cross-functional teams and vendors to restore services within SLA targets and minimise business disruption. Maintained 100% SLA compliance through KPI monitoring, structured escalation processes and shift coverage planning. Directed on-premise infrastructure operations across distributed sites, covering routing, switching, firewalls, load balancing and virtualisation platforms (Cisco, Alcatel), including high availability (HA), disaster recovery (DR) and change management. Implemented operational governance standards, including SOPs and incident playbooks, to improve service reliability and strengthen Continuous Service Improvement (CSI). Developed structured onboarding and technical training programmes in networking and incident management to improve response quality and operational readiness.