Support Team Lead
Core
Runs the day-to-day rhythm of the SPE Customer Operations team, assuring delivery and SLA commitments while owning the 24/7 service picture.
Role type
Senior IC Delivery & Service Assurance Lead (SRE & Platform Engineering)
Builds
24/7 service coverage and operational reliability for customer-facing applications
Domain
Technology / SRE & Platform Engineering
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Agile delivery facilitation, SLA management, backlog health ownership, distributed team coordination, root cause analysis, observability tooling, ITSM management, process improvement, metrics reporting, handoff management
Preferred skills
Scrum Master certification, experience standing up delivery cadences for SRE/platform teams, regulated environment operations experience
Technologies
Observability tools, ITSM tools
Responsibilities
Run team ceremonies (standups, planning, reviews, retrospectives) during US hours, track SLA attainment across all shifts, manage handoffs between US and India shifts, coordinate onboarding of new products/features into observability, turn assurance data into prioritized backlog items, maintain single 24-hour view of team performance
Seniority
Senior, hands-on IC
