During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
Map dependencies across markets, technology teams and the capability centre, uncover risks early and actively mitigate them, and judge what needs to be escalated to sponsors.
Oversee the design and delivery of global, scalable solutions to meet evolving customer needs, anticipate innovation, and guide complex transformations and strategic roadmaps.
Lead solution workshops and design reviews with customer architects, operations teams and senior executives; clearly articulate technical options, business value, risks and recommendations.