• Lead and mature the end-to-end Incident Management process to ensure timely resolution of service disruptions. • Oversee major incident response, including mobilizing cross-functional teams, communicating status updates, and ensuring proper root cause analysis and post-incident reviews. • Manage the Change Management lifecycle, including assessment, approval, scheduling, and governance of all IT changes. • Define, track, and report on key performance indicators across Incident, Change, and Onboarding processes. • Act as the primary point of contact for IT leaders, business stakeholders, and vendors regarding incident and change activities. • Partner with HR and departmental leadership to support the onboarding of new employees, ensuring proper access provisioning and technology readiness.