Tech Lead

Roles and Responsibilities:

Problem Management & RCA:

• Drive technical resolution of long-running problem records.
• Prepare and manage action plans to de-escalate outages and RCAs.
• Implement measures to prevent recurring outages.
• Support complex RCAs and drive internal initiatives to resolve systemic issues.
• Take necessary steps to address global escalations and critical incidents.

Outage & RCA Governance:

• Review RCAs for critical or escalated customers.
• Participate in regional cadences and outage review meetings.
• Ensure standardization of problem management processes across teams.
• Analyze customer and stakeholder feedback and define actionable plans.
• Own continuous improvement framework for EOS delivery, driving resolution of impediments.
• Present incident trends, analysis, and action plans to senior management.

Collaboration & Coordination:

• Work closely with cross-functional teams to resolve incidents end-to-end.
• Coordinate across teams and lines of business for effective problem resolution.
• Ensure alignment with global operational standards and processes.