• Manages the daily operations of the Claims business unit • Gathers and analyzes data and reports that pertain to the overall operation of the Claims business unit • Develops solutions and implements actions to resolve problems and ensure customer satisfaction • Directs efforts to implement risk management and quality improvement initiatives • Coordinates and monitors training efforts to ensure that necessary education tools are provided to employees • Identifies, analyzes, and monitors business technology requirements and enhancement possibilities • Monitors and controls operating expenses

• Serve as the primary incident lead during your region’s daytime hours, coordinating technical investigations, centralizing communication, and engaging the appropriate engineering and SRE teams when escalation is required. • Respond to escalations from Tier 1 support, using runbooks, metrics, logs, and system diagnostics to investigate and remediate issues or determine when escalation to Tier 3 is necessary. • Develop and update runbooks, workflows, and operational documentation to ensure consistent and reliable responses to recurring issues, collaborating with product teams to expand coverage over time. • Write, maintain, and enhance automation scripts and tools that streamline common remediation steps, improve response times, and reduce manual operational overhead. • Use metrics, logs, and tracing tools (Grafana/Prometheus, GCP Monitoring, OpenTelemetry) to proactively identify problems, validate system behavior, and support continuous improvement of detection mechanisms. • Act as the central point of communication during active incidents, ensuring timely updates and clear routing to the correct product engineering and SRE stakeholders. • Collaborate with reliability and product teams to share insights, recommend improvements, and help refine processes that enhance the stability and operability of our systems. • Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise. • Help establish operational best practices, refine workflows, and prepare the foundation for a broader reliability operations function.

• Lead incident investigations during your region’s daytime hours, providing timely updates, escalating appropriately, and supporting senior engineers leading the response. • Respond to escalations from Tier 1 support using established runbooks, metrics, logs, and diagnostics to remediate issues or escalate to Tier 3 when needed. • Update runbooks and operational documentation based on new issues, discoveries, and feedback, ensuring clarity and consistency across all procedures. • Run existing automations and collaborate with senior team members to enhance tooling and scripts that streamline troubleshooting and remediation tasks. • Use observability tools such as Grafana/Prometheus, GCP Monitoring, and OpenTelemetry to interpret metrics, logs, and traces, helping identify anomalies and validate system performance. • Provide concise, accurate updates during incidents, ensuring information reaches the correct engineering and SRE contacts and supporting structured incident coordination. • Participate in discussions around root causes, share operational insights, and contribute to process improvements that enhance system stability and supportability. • Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise. • Proactively strengthen workflows, adopt best practices, and build the foundation of the Reliability Operations function as it evolves.

• This position leads and supports key projects, screening coordination, and data analysis for the OTIS Investigations Unit. • The role manages projects from planning through completion, helps improve processes using Lean methods, and tracks progress through data and performance reporting. • A core responsibility is overseeing daily screening of child abuse reports, reviewing cases, guiding staff, making screening decisions, and assigning investigations. • The position also serves as a liaison with partners such as the Child Abuse Hotline and law enforcement, while handling sensitive and confidential information. • This role provides leadership to screening staff, develops training and performance tools, and uses data to identify trends, improve practices, and support decision-making. • It also prepares reports, briefings, and recommendations for leadership. • Responsibilities include researching and writing policy, supporting legislative and rulemaking processes, coordinating with stakeholders, and helping implement program and system improvements.