Establish and manage end-to-end issue/defect lifecycle controls (triage, prioritization, ownership, SLAs, remediation tracking, and clear exit/closure criteria) while driving defect validation and quality control by coordinating retest/verification with Technology and Operations, maintaining transparent defect status reporting, and providing release readiness views across releases. You will own governance for both the change lifecycle and the change tooling ecosystem (e.g., Change Manager, digital/automation agents, eGain and related platforms), act as a trusted advisor to senior stakeholders, and use data to facilitate decision-making that appropriately balances delivery speed with risk and control requirements.