POSITION OVERVIEW:

Provides enterprise leadership to design, develop and optimize scalable data infrastructure and engineering solutions that enable advanced and analytics, real-time data access and business value delivery through modern, trusted data platforms.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Own and operate the enterprise ITSM framework (incident, Major Incident, Problem, Change visibility, Knowledge, Service Reporting).
2. Establish and enforce clear service ownership escalation paths and post incident accountability.
3. Lead Major Incident Management (MIM) capability, ensuring a single command authority during business impact.
4. Ensure SLA, ORLA, and KPI visibility across Service Desk, L2, SRE, Field Support, and vendors.
5. Govern TSA and management-service alignment, including roles, boundaries, and performance.
6. Ensure audit, SOX, and regulatory defensibility of service operations.
7. Provide executive-leve...