Lead the Production Management team supporting Audit and Credit Review, setting direction, priorities, and performance expectations.

Own stability, availability, resiliency, and end-to-end operational performance of business-critical Sales platforms, with clear accountability for outcomes.

Act as a senior escalation point during critical incidents, driving rapid triage, decisive coordination, and recovery actions aligned to business impact.

Drive operational consistency and service maturity through standardization, governance participation, service reviews, and disciplined support model integration for new capabilities.

Lead reliability improvements by applying systems thinking and root-cause practices, expanding SRE adoption (observability, monitoring, automation, operational analytics), and improving supportability with engineering teams.

Run strong incident, problem, and change management1 major incident response, RCA and remediation to eliminate recurrence, and ensuring changes meet readiness standards (testing, monitoring, and resiliency/DR validation).

Uses enterprise-authorized AI capabilities within the work environment to accelerate major-incident triage, troubleshooting, and post-incident analysis, validating outputs and handling operational data according to sensitivity and security requirements.

Leads reuse-first adoption of AI-assisted reliability workflows across SDLC/toolchain practices (e.g., CI/CD quality checks, test/validation automation, and operational readiness), ensuring traceability/auditability, resiliency, and security controls.

Formal training or certification on site reliability engineering concepts and 10+ years applied experience

Demonstrated experience using enterprise-authorized AI capabilities within the work environment to improve SRE workflows (e.g., incident investigation support and knowledge capture) with strong validation habits and awareness of data sensitivity.

Ability to evaluate AI-assisted operational recommendations for correctness and risk, define appropriate guardrails for team usage, and ensure outcomes align to resiliency and security expectations.

Leadership experience across Production Support, Production Management, SRE, and Technology Operations teams, delivering stable and resilient production services.

Strong systems thinking and problem-solving capability to assess complex, cross-domain production issues and drive end-to-end resolution.

Demonstrated major incident leadership, coordinating effectively across teams to restore service rapidly and drive root-cause remediation.

Track record of partnering with Application Development, Product, Sales, and business stakeholders to improve reliability, service quality, and operational maturity.

Strong observability and service management expertise (Dynatrace, Splunk, Geneos, Grafana; ITIL Incident/Problem/Change/Availability), with excellent verbal/written communication and people leadership.

Demonstrated experience integrating support teams and standardizing operating models across multiple application groups to drive consistency and service maturity.

Hands-on technology experience across cloud (AWS/Azure/GCP), automation and scripting (Python, Shell, PowerShell, Ansible, Terraform), and modern distributed platforms (containers, microservices, Kubernetes/OpenShift).