• Lead end-to-end incident response, triage, communication, and resolution in real time.
• Act as Incident Commander for high-impact events across a global environment.
• Track and improve metrics like MTTD, MTTM, and MTTR.
• Champion blameless Post-Incident Reviews (PIRs) and translate learnings into long-term system and process improvements.

Service Operations & Reliability

• Oversee daily service health, capacity, and reliability across all supported environments.
• Ensure compliance with operational KPIs through proactive planning and improvement.
• Balance demand vs. capacity and manage shift coverage to prevent burnout.
• Partner with engineering teams to maintain runbooks, knowledge bases, and escalation paths.
• Drive automation and workflow optimization to reduce manual overhead.
• Use data insights to guide decisions and improvements.

Strategic & Cross-Functional Impact <...