Owns the infrastructure service-request intake, prioritization, backlog, and workflow governance in JIRA. Coordinates patching, security updates, maintenance windows, change management, incident escalation, post-mortems, and audit readiness. Manages and develops Cloud Platform Engineers, oversees staffing and capacity, assesses technical risks, and partners with InfoSec and stakeholders. Drives automation, observability, reliability improvements, and AI-assisted operational tooling toward a 99.99% uptime target.