Job Purpose

Responsible for leading the 24×7 operational performance, reliability, and support of all IT services delivered to internal stakeholders, airline partners, and customers of ISA Aviation. Oversees incident, problem, and service request management, operational monitoring, customer communications, and service performance governance while driving the transformation toward a proactive, automated, and customer‑centric service model that identifies and resolves issues before they impact business operations or customer experience.

Key Result Responsibilities

• Manage and ensure the timely resolution of all incidents and service requests within the defined SLA, maintaining zero overdue cases and minimizing operational disruption.
• Coordinate and oversee escalations to engineering teams, driving effective service restoration and ensuring prompt resolution of complex technical issues.
• Drive and enhance proactive monitoring capab...