• Own the operational framework for People Technology, ensuring reliability, scalability, and alignment with business needs. • Oversee day-to-day operations, manage escalations, and ensure SLA-driven service levels. • Partner with the product team to design a structured intake and prioritization process for continuous improvement enhancement tickets. • Implement and refine processes, workflows, and SLAs to drive consistency and efficiency. • Analyze ticket trends to identify themes and proactively recommend automation opportunities. • Track KPIs such as ticket volume, resolution time, satisfaction scores, and system usage to drive data-driven improvements. • Lead Workday reporting optimization and establish governance frameworks. • Serve as a technical advisor for system analysts and troubleshoot issues alongside the team. • Mentor and develop a team of system analysts, fostering a culture of collaboration, accountability, and continuous improvement.