Develop data-driven insight and improvement capabilities: Design, implement, and continuously enhance incident trending, problem identification, and availability reporting using ServiceNow data to identify recurring incidents, systemic issues, service availability risks, and reliability trends; use these insights to inform problem management engagement, corrective actions, and continuous improvement initiatives that improve service reliability and reduce operational risk across technology and business services. Align practices with enterprise priorities and governance: Partner with technology leadership and business stakeholders to ensure incident, major incident, and availability practices align with enterprise business priorities and service commitments; contribute to governance forums, prepare leadership-level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes that support organizational objectives.