Global Enterprise Services, LLC (GES)

• Ensure the availability and performance of cloud platforms and services • Manage incident response and compliance with production requirements • Develop technical solutions to complex problems

• Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs • Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities • Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness • Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions • Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences • Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes • Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience