• Act as a senior escalation point for complex, high-risk, or ambiguous customer issues. • Provide expert technical guidance to IT Operations Analysts, validating solutions and risk assessments. • Participate in an on-call rotation for after-hours escalations and critical incidents. • Partner closely with Engineering to support the design, rollout, and refinement of product features based on operational and customer feedback. • Act as a subject matter expert for real-world customer environments, ensuring product changes are fit for purpose in live operations. • Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers. • Contribute to structured projects focused on quality improvement, operational scalability, and customer experience. • Partner with Engineering and Product to define how AI should support or automate portions of ticket handling. • Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across Operations. • Identify recurring technical, operational, or product issues and raise them through appropriate channels. • Provide clear, actionable feedback to Product and Engineering on trends, bugs, and improvement opportunities. • Stay current on relevant IT, security, automation, and AI technologies and share insights with the wider team.