• Responsible for overall coordination of the Service Management processes and for defining various processes used by the cloud operation teams. • Lead ongoing stability efforts with the purpose of improving the availability of Granicus products, working across the various teams to plan and manage work that aims to align with operational, tactical and strategic goals of the organization. • Responsible for defining and reporting on various cloud metrics pertaining to service delivery, health and reliability of the Granicus Products. • Coordinate Business Continuity exercises, as well as the primary owner/administrator of the corporate CMDB tool and process. • Partner with other technology teams on resolving issues and completing strategic projects to help ensure Granicus meets established SLAs and ensuring maximum uptime. • Drive the efficiency and effectiveness of the processes (Change Management, Incident Management, etc.) • Create and improve standard operating procedures related to incident management • Report on various metrics pertaining to product service delivery, health and reliability • Review incident data to address problems (To find recurring issues and determine severity) • Analyze problems for correct prioritization and classification • Track incidents and problems through their lifecycle • Conduct in-person incident review meetings as well as ensure incidents and problems are well documented. • Develop and support the automation of routine operational activities.