• Administer multicloud environments by operating consoles and resources across AWS, Azure, GCP and OCI, ensuring the application of each provider's best practices. • Monitor and optimize infrastructure costs through FinOps practices, identifying underutilized resources and proposing strategies such as Savings Plans, Reserved Instances, and consumption optimization. • Manage connectivity and networking, including VPNs, Interconnects and FastConnect, ensuring efficient, secure and resilient communication between different cloud environments. • Implement and maintain Governance and Identity policies, with a focus on IAM, access control and the use of Single Sign-On (SSO) where applicable. • Perform infrastructure troubleshooting, analyzing incidents related to availability, performance and system capacity. • Support technical decision-making based on cost, reliability and performance criteria.

• Own the successful delivery of projects across your book of accounts, from kickoff through completion • Build strong, trust-based relationships with clients and act as a strategic partner in helping them achieve their goals • Proactively surface opportunities, risks, or gaps to clients before they become problems, acting as a calm, solutions-oriented voice in complex moments • Lead cross-functional teams spanning strategy, content, design, paid media, and web development — ensuring clarity, alignment, and accountability at every step • Be an advocate for both the client and the team, balancing empathy with accountability to drive healthy, long-term relationships • Create and maintain structured project plans, timelines, and trackers that help everyone stay focused and informed • Lead recurring client meetings with clarity and confidence, keeping communication proactive and expectations realistic • Ensure on-time delivery of all work — and when timelines shift, reset expectations thoughtfully with both clients and internal teams • Gather client inputs, approvals, and feedback efficiently, minimizing blockers and keeping momentum up • Communicate actively and transparently with internal teams and clients in real time (primarily via Slack and Zoom) • Review deliverables for accuracy, alignment with objectives, and overall quality before they reach the client • Track project goals and ensure measurable progress toward client outcomes and overall success

• Lead teams responsible for Application Performance Monitoring (APM), observability, and “eyes on glass” 24/7 monitoring functions. • Ensure proactive detection of service degradation and performance anomalies. • Drive adoption of modern monitoring tools, dashboards, and alerting frameworks. • Oversee the major incident process, ensuring rapid triage, escalation, communication, and resolution. • Serve as the escalation point for Critical/High incidents and coordinate cross-functional response. • Conduct post-incident reviews and ensure corrective actions are implemented. • Manage sustainment of critical integrations, ensuring reliability, version alignment, and lifecycle management. • Partner with engineering teams to ensure smooth handoffs from project delivery to steady-state operations. • Maintain documentation, runbooks, and operational readiness standards. • Track and improve KPIs such as MTTR, service availability, alert fidelity, and incident volume trends. • Identify systemic issues and drive continuous improvement initiatives across operations. • Ensure alignment with ITIL processes, especially incident, problem, and change management. • Lead, mentor, and develop a team of analysts, engineers, and incident managers. • Foster a culture of accountability, collaboration, and operational discipline. • Build succession plans, training programs, and career pathways for operational staff. • Partner with other ESOM teams to ensure end-to-end service reliability. • Work closely with the PMO on readiness for new services, innovation pilots, and portfolio changes. • Provide clear, concise communication to leadership during incidents and operational reviews.

• Evaluate existing internal processes and help improve or streamline them for efficiency, clarity, and alignment. • Assist in creating or documenting new procedures and their playbooks for internal workflows and collaboration. • Conduct targeted research and analysis to support decision-making on systems, tools, and operational improvements. • Draft and coordinate internal communications, including FEE’s monthly all-staff newsletter. • Monitor and support internal culture initiatives, such as LinkedIn posts and recruitment storytelling efforts. • Organize digital files, documents, and systems to ensure ease of access and consistent formatting. • Support the internship program through administrative tasks, including data management, intern communications, and general coordination. • Provide general operational support on cross-departmental projects as needed.