Systems Support Team Leader
Core
Lead a 24x7 Systems Support Centre team providing monitoring, triage, and incident response for Superloop's critical systems and infrastructure.
Role type
Senior IC Systems Support Team Leader
Builds
Operational continuity and system reliability for consumer, business, and wholesale connectivity services
Domain
Telecommunications / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, Incident triage and management, Observability platform usage (Datadog), Stakeholder communication, Technical troubleshooting (APIs, databases, integrations), Process improvement
Preferred skills
AWS platform experience (EC2, ECS, EKS, RDS), Telecommunications BSS/OSS experience
Technologies
Datadog, AWS (EC2, ECS, EKS, RDS), Ticketing systems
Responsibilities
Lead and coach a 24x7 support team, Act as primary escalation point for business and internal issues, Oversee alert monitoring and event investigation, Ensure incidents are classified and communicated, Guide analysts through technical triage, Coordinate with engineering and vendors for service restoration, Maintain operational documentation and support diagrams
Seniority
Senior, hands-on IC with team leadership
