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Proactively identify and address potential service disruptions, offering timely recommendations for resolution. Monitor and manage critical service components, applying strong analytical and problem-solving skills to navigate complex technical challenges across multiple services and projects simultaneously. Evaluate proposed service improvements, identifying any deficiencies or alternative strategies. Drive the execution of suggested service enhancements to prevent issues before they arise.

Possess expert knowledge in Incident Management, Service Requests, Change Requests, and ServiceNow. Demonstrate solid support experience, including providing 24/7 coverage. Proficiency with source control tools like Azure DevOps and familiarity with Agile methodologies such as Scrum and/or Kanban are essential. Requires a minimum of 7 years of overall IT experience, with at least 4 years in relevant technologies. Must be adept at understanding and analyzing business needs through stakeholder collaboration. Experience working across both Agile and Waterfall project environments is expected, alongside strong PowerShell scripting and automation skills. Experience with Copilot or Agentic AI is also required.