• Manage incidents in a 24/7 shift, ensuring timely resolution within defined SLAs. • Act as the primary point of contact for incidents, prioritizing and coordinating resolution efforts. • Proactively identify issues and collaborate with Command Center and other ITIL teams. • Maintain data quality, document events, and provide clear communication to stakeholders. • Ensure effective knowledge sharing and quality handovers within the team. • Participate in continuous improvement initiatives, providing valuable inputs to Problem Management. • Engage with various technology and business teams, fostering effective collaboration. • Analyze and present findings and resolutions to senior management and stakeholders. • Negotiate and agree on incident severity classifications with relevant parties. • Maintain flexibility to work in a 24/7 shift environment, including weekends and holidays.

• Assist Instructure's international policy agenda, relationship management, and activation of policies and education initiatives • Work closely with the VP of Strategic Affairs, General Manager of EMEA and VP of International • Build relationships across EMEA national policymakers, education leaders, and staff • Inform policy and regulations in education, technology, and other pertinent areas • Expand visibility of, confidence in, and appreciation for Instructure as a mission-oriented market leader • Identify market creation and/or business opportunities for both the company and its customers and partners • Develop and execute Instructure's EMEA federal public affairs strategy globally • Build and maintain relationships with key federal policymakers, agency officials, and staff, as well as influential partners • Manage government affairs go to market, business development priorities, policy issues impacting Instructure's business • Monitor and analyze national legislation and regulations globally (EMEA)

• Building relationships across state policymakers, education and workforce leaders, state agencies and their staff • Informing policy and regulations in education, technology, and other pertinent areas • Expanding visibility of, confidence in, and appreciation for Instructure as a mission-oriented market leader • Identifying market creation and/or business opportunities for both the company and its customers and partners • Building internal expertise, understanding and informed decision making of the changing policy environment in which the company operates • Developing and executing Instructure's BizGov public affairs strategy globally • Building and maintaining relationships with key state policymakers, and agency leaders and staff, as well as influential partners (e.g. key consortia, foundations, advocacy groups, etc) • Managing government affairs go to market, business development priorities, policy issues impacting Instructure's business in alignment with the Sector VP, Product, & Business Development teams • Representing Instructure in consortia and policy groups • Monitoring and analyzing state legislation and regulations state by state • Developing and advocating for Instructure's policy positions • Educating company leadership and staff on relevant policy developments • Providing guidance on policy implications for business decisions • Coordinating internal policy input and feedback processes • Engaging in State Agency Government Affairs & Go to Market agenda

• Develop, implement, and maintain global compensation philosophies, strategies, and programs that are aligned with business objectives, market competitiveness, and legal compliance across various jurisdictions. • Conduct comprehensive market analyses (e.g., salary surveys, competitive intelligence) to ensure internal equity and external competitiveness of pay structures and practices. • Design and manage global salary structures, job leveling frameworks, and pay ranges. • Lead the annual compensation planning process, including merit, bonus, and long-term incentive cycles, ensuring equitable and consistent application globally. • Manage the administration of all global compensation programs, including base pay, short-term incentives, and long-term incentives. • Oversee the job evaluation process and titling consistency across regions. • Partner with HR Business Partners and business leaders to provide compensation expertise and guidance on job offers, promotions, transfers, and other compensation-related matters. • Ensure accurate and timely processing of compensation data and reporting. • Stay abreast of global compensation trends, best practices, and evolving regulatory requirements (e.g., GDPR, local labor laws, pay transparency regulations) to ensure compliance across all operating countries. • Develop and implement compensation policies and procedures that ensure internal equity, external competitiveness, and regulatory compliance. • Manage and participate in compensation audits as required. • Utilize advanced analytical skills to interpret complex compensation data, identify trends, and provide actionable insights. • Prepare detailed reports and presentations for leadership on compensation program effectiveness, costs, and recommendations. • Develop and maintain compensation dashboards and metrics to monitor key performance indicators. • Collaborate closely with HR Business Partners, Talent Acquisition, Finance, Legal, and senior leadership to ensure compensation programs support business goals and talent strategies. • Effectively communicate compensation philosophies, programs, and individual pay decisions to employees and managers globally. • Act as a subject matter expert and trusted advisor on all compensation-related matters.