• Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.