• Coordinate day-to-day production O&M execution for an IRS opportunity. • Support 24x7 operational continuity, incident response, monitoring, RCA, patch/vulnerability remediation support, backup/restore validation, DR support, operational reporting, and production-readiness coordination. • Lead operational support for production API gateway environments, including monitoring, incident response, triage, restoration coordination, and service continuity. • Ensure incidents and service requests are logged, tracked, updated, and closed in ServiceNow or equivalent IRS-approved ITSM tooling. • Support P1/P2 response processes, escalation, communications, restoration tracking, post-incident review, and RCA development. • Coordinate with gateway engineers, Government technical leads, cybersecurity, infrastructure, network, identity, CI/CD, database, and monitoring teams for issue resolution. • Track and support patching, vulnerability remediation, certificate updates, configuration changes, backup/restore validation, DR exercises, and production-readiness checks. • Maintain operational runbooks, incident playbooks, knowledge articles, dashboard evidence, SLA metrics, and monthly/quarterly operational reporting inputs. • Support operational continuity across IBM webMethods, the modernized gateway product, and any approved dual-run period.

• Own the production system build across the full value stream at your assigned site or campaigns • Build and sustain tiered daily management from Tier 1 through Tier 4 • Own and run the kaizen funnel for your value stream • Connect operational performance to the outcomes the divisions care about • Use MES, electronic batch records, shop-floor data systems, and analytics where they exist

• Responsible for driving continuous improvement, standardization, and capability building within the operations team • Enhance service delivery quality through rigorous training programs and the development of standardized best practices and tools • Act as floating PFM during PFM turnover or transition periods in APAC • Provide direct supervision and guidance to on-site technical and soft services teams during coverage periods • Serve as the primary point of contact for clients, managing expectations, • Conduct operational diagnostics to assess on-ground realities and translate insights into continuous improvement plans • Develop, document, and enforce Standard Operating Procedures for operational activities • Identify opportunities for process optimization and lead initiatives to streamline workflows • Design and deliver targeted training programs focused on technical and soft skills

• The Operational Excellence Manager is responsible for driving continuous improvement, standardization, and capability building within our operations team. • Serve as the primary point of contact for clients during coverage periods, managing expectations, attending key meetings and resolving escalated issues promptly. • Conduct comprehensive operational diagnostics to assess on-ground realities. • Collaborate with RFMs and RWLs to translate these insights into actionable, long-term continuous improvement plans. • Lead initiatives to streamline workflows, reduce waste, and improve operational efficiency. • Track and report on key operational KPIs and use data-driven insights to drive decision-making and corrective actions.