Drive problem management & root cause resolution; lead root cause analysis (RCA) efforts for major and recurring incidents; ensure ownership and resolution of problem records; drive permanent fixes and systemic improvements to eliminate repeat issues, identify trends and patterns to reduce risk and improve stability; partner with engineering teams to resolve code defects and system gaps and promote knowledge sharing via runbooks, knowledge articles, and error catalogs. Lead incident management & remediation; manage and actively participate in end-to-end incident response for major (P1/P2) incidents; guide real-time triage, diagnostics, and troubleshooting across application, infrastructure, and network layers; ensure rapid execution of remediation actions and service restoration; provide clear, timely communication to stakeholders during incidents; oversee post-incident analysis, reporting, and documentation to drive improvements.