Lead incident, problem, and service management execution as a key escalation leader for platform-related incidents; coordinate cross-functional responders to restore service quickly, document post-incident learnings, and implement preventative actions; manage L1/L2/L3 support, ensuring timely triage, accurate diagnosis, and consistent communication; partner with the director to define roles, responsibilities, and on-call coverage . Demonstrated experience supporting enterprise platforms at scale, including release management, operational readiness, monitoring, and reliability practices; experience deploying, supporting, or scaling Google platforms (including Gemini Enterprise) is preferred .