Charles Jowi Okwiri

Directed regional IT Operations across 3 countries, supporting 500+ users and delivering a consistently high employee digital experience. Owned enterprise IT Service Management as regional ITIL Process Owner, increasing SLA compliance to 90% and reducing mean time to resolve by 35%. Ensured 99.9% availability across cloud and on-premise infrastructure, including networks, servers, firewalls, and end-user computing environments. Led cloud and infrastructure modernization initiatives, achieving 30% reduction in operating costs while improving scalability and resilience. Designed and implemented disaster recovery and business continuity frameworks, achieving a recovery point objective of under 4 hours and a recovery time objective of under 8 hours for critical systems. Strengthened cybersecurity posture through policy, tooling, and process improvements, reducing security incidents by 40% year-on-year. Automated core IT and business processes, reducing manual effort by 25% and accelerating service delivery timelines. Managed IT budgets of USD 35K+, delivering 15–20% cost optimization through vendor consolidation and license rationalization. Led vendor, contract, and SLA management across infrastructure and managed services, maintaining 100% SLA adherence. Built and led high-performing regional IT teams, improving service quality scores by 20% and enabling continuous operational improvement.