Lead the Platform Services pillar for GIC’s enterprise platforms, primarily ServiceNow, serving as the support lead for L2 operations.

• Own delivery of L2 application support across the platform: fast triage, troubleshooting and resolution; ensure clear escalation paths to L3/engineering and vendors to minimize downtime.
• Lead the incident, problem, and change management processes for the platform; drive major incident response and post-incident reviews with measurable actions to prevent recurrence.
• Orchestrate releases and deployments in partnership with Platform Engineering; minimize business disruption and ensure operational readiness.
• Govern environment strategy and hygiene (instance management, cloning schedules, non-production data protection/masking) in partnership with engineering teams.
• Establish and mature observability: health dashboards, alerting t...