Lead, Service Reliability (Incident & Problem Management

The Lead, Service Reliability – Incident & Problem Management is accountable for the enterprise-wide reliability, resilience, and operational stability of IT Infrastructure and platform services. This role owns the end-to-end Incident and Problem Management capability , ensuring rapid service restoration, elimination of systemic issues, and continuous improvement aligned to business, risk, and regulatory expectations.

Operating as the authoritative lead during major incidents , this role provides decisive leadership, clear direction, and executive‑level communication during high‑impact events. In addition, the role oversees a 24x7 IT Command Center operation , ensuring continuous monitoring, effective triage, and mature escalation practices.

As a senior leader in IT Service Operations, this role is responsible for driving the maturity of operational capabilities through AIOps, automation, and shift‑left strategies , evol...