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Owns backlog refinement and story mapping for infrastructure cloud teams. Translates business requirements into Jira initiatives, epics, and stories; prioritizes work; facilitates Agile ceremonies; coordinates across engineering and application development teams; removes impediments; triages defects; and analyzes proposals to inform roadmap recommendations. The role also serves as a functional subject matter expert and ensures work is clearly scoped with actionable acceptance criteria.

Execute hands-on TMS configuration, support data migrations, run and validate UAT, identify and track defects, and collaborate with leads and product teams to ensure smooth client go-lives.

Lead the design and implementation of IAM in a microservices architecture, ensuring security orchestration while mentoring engineers and engaging stakeholders in the development process.

Own high-impact customer escalations from intake through resolution: act as primary customer contact, coordinate Product/Engineering/Support, provide transparent status updates, produce executive summaries, track metrics, and improve escalation playbooks to shorten cycle times and ensure customer validation.