This position involves leading escalation support for Tier 2 teams, performing advanced troubleshooting aligned with SLAs and SOPs. The role requires managing the incident lifecycle, conducting Root Cause Analysis (RCA), and preparing detailed post-mortem reports for major incidents. The candidate will coordinate with customers, vendors, and stakeholders, ensuring timely outage communications and validating incoming issues. Additionally, the role includes mentoring Video Operations Analysts, maintaining infrastructure documentation, and actively participating in daily stand-ups and major incident bridges.