Coordinates incident, problem, change, and service transition management across engineering, infrastructure, security, and operations teams. Leads incident response activities, post-mortems, corrective-action tracking, reliability reporting, observability initiatives, SLO and SLI development, change governance, CMDB accuracy, and operational readiness. Uses Jira Service Management workflows and automation to improve platform stability, reduce response and resolution times, govern changes, and communicate reliability trends to technical and executive stakeholders.