Reporting to the Director, Global Operations, this leader will set the strategy and operating model for Enterprise Observability, Major Incident Command, Disaster Recovery Orchestration, and reliability engineering, while partnering with the IT Service Management Process team to strengthen problem management and drive disciplined execution of major-incident corrective actions. Create decision-quality metrics and executive reporting that connect customer impact, service availability, detection and restoration speed, recurring incidents, alert quality, action-item aging, recovery readiness, resilience risk, automation, and team health to business outcomes.