• Lead teams responsible for Application Performance Monitoring (APM), observability, and “eyes on glass” 24/7 monitoring functions. • Ensure proactive detection of service degradation and performance anomalies. • Drive adoption of modern monitoring tools, dashboards, and alerting frameworks. • Oversee the major incident process, ensuring rapid triage, escalation, communication, and resolution. • Serve as the escalation point for Critical/High incidents and coordinate cross-functional response. • Conduct post-incident reviews and ensure corrective actions are implemented. • Manage sustainment of critical integrations, ensuring reliability, version alignment, and lifecycle management. • Partner with engineering teams to ensure smooth handoffs from project delivery to steady-state operations. • Maintain documentation, runbooks, and operational readiness standards. • Track and improve KPIs such as MTTR, service availability, alert fidelity, and incident volume trends. • Identify systemic issues and drive continuous improvement initiatives across operations. • Ensure alignment with ITIL processes, especially incident, problem, and change management. • Lead, mentor, and develop a team of analysts, engineers, and incident managers. • Foster a culture of accountability, collaboration, and operational discipline. • Build succession plans, training programs, and career pathways for operational staff. • Partner with other ESOM teams to ensure end-to-end service reliability. • Work closely with the PMO on readiness for new services, innovation pilots, and portfolio changes. • Provide clear, concise communication to leadership during incidents and operational reviews.