The position defines long term direction for analyst workflows, governs ticket quality and operational performance, leads major incident support strategy for analyst owned areas, mentors analysts, and ensures support services are reliable, documented, secure, customer focused, and aligned with business needs. Performance Optimization & Continuous Improvement: Proactively identify systemic support risks, ticket backlog risks, service gaps, tool limitations, endpoint support weaknesses, knowledge gaps, customer experience issues, and KPI performance gaps.