Essential Duties and Responsibilities

• Responsible for the operational governance, administration, and support of critical manufacturing and enterprise applications, including SAP MII, Shopfloors, local applications, etc.
• Accountable for the end‑to‑end management and resolution of P1 to P4 incidents, ensuring thorough root cause analysis, remediation, validation, and controlled closure within ServiceNow in alignment with ITIL practices.
• Act as a key participant in major incident management processes, collaborating with global Applications and Infrastructure teams to drive timely resolution, mitigate business impact, and ensure stakeholder communication.
• Ensure operational stability, availability, and business continuity of critical systems through proactive monitoring, incident prevention strategies, and adherence to support and service excellence standards.
• Lead coordination with local and regional stakeholders to facilitate...