Job Details

Job Description Job Description We are seeking aHead of Support & Service Reliabilityto lead and evolve our global support function into aproactive, platform-integrated reliability capability.This roleprovides an exciting and dynamic opportunity for an outcomefocused individual; as Sycurioisin acriticalinflection pointas we transition from asingle-tenant architecture to a multi-tenant SaaS platform, requiring a fundamental shift from reactive ticket handling tosystemic reliability, observability, and customer experience management at scale.You will own the end-to-end operational integrity of the platform, ensuringavailability, performance, and customer trust, while partnering closely with Engineering, Product, and Customer-facing teams; being a key contributor to our GRR goal of90%+Sycurio employs a strategic managed service provider who provides the people, tooling, and day-to-day execution across all support tiers. The Head of Support sets the standards, governs vendor performance, and ensures every aspect of the support experience — from incident response to customer satisfaction — meets enterprise-grade expectationsKey Responsibilities: Service Reliability & Platform StabilityOwn platform availability, performance, and reliability across all tenantsReduce incident frequency, severity, and blast radiusEstablish and drive Service Reliability Engineering (SRE) principlesEnsure scalability and operational readiness of a multi-tenant platformIncident Management & ResponseImplement and lead a structured incident management framework (P1–P4)Act as executive owner of major incidents (P1/P2)Drive improvements in:Mean Time to Detect (MTTD)Mean Time to Resolve (MTTR)Ensure clear, consistent internal and external communication during incidentsObservability & MonitoringDefine and implement a comprehensive observability strategy, including:Technical telemetry (infrastructure, application, APIs)Business telemetry (transactions, payment success rates, usage)End-to-end customer journey visibilityEnsure issues are detected proactively, not customer-reportedPartner with Product and Engineering to embed telemetry into the platformSupport Operations (L1–L3)Lead global support teams ensuring high-quality, SLA-driven case managementDefine and enforce support processes, tooling, and performance standardsImprove key metrics:First response timeResolution timeReopen rateEscalation qualityPlatform Operations & Change ManagementOversee operational aspects of the platform, including:Release management and deployment safety, ensuring all releases are observable, reversible, and low-riskChange control processesEnvironment consistency across staging and productionOwn thevisibility and continuous improvement of delivery and recovery performance using the DORA metrics, in partnership with EngineeringIssueManagement & Root Cause DisciplineEstablish rigorous Root Cause Analysis (RCA) standardsIdentify and eliminate systemic issues (not just symptom fixes)Track and reduce recurring incidentsFeed insights into Product and Engineering roadmapsCustomer Experience & Commercial Alignmen tAlign support with Customer Success and SalesEnsure coordinated communication during incidentsProtect customer relationships during critical eventsIntroduce tenant-aware impact assessment (ARR, strategic accounts, regulatory exposure)Support enterprise-grade expectations for transparency and reliabilityCross-functional LeadershipAct as the bridge between:EngineeringProductCustomer Delivery / SuccessEmbed supportability and operational readiness into:Pre-sales (Stage 4/5 governance)Product developmentDeployment processesManaged Service GovernanceChair regular operational reviews and quarterly business reviews with the managed service leadership teamOwn the managed service scorecard — defining KPIs, reviewing performance data, and driving accountability for missesManage contract compliance, SLA adherence, and commercial exposure from managed service underperformanceLead continuous improvement programs jointly with the managed service provider, including tooling upgrades, process redesigns, and training investmentsMaintain an escalation path for systemic or persistent managed service failure, up to and including remediation planningKey qualifications, skills, experience: Required10+ years in Support, Platform Operations, or SRE leadership rolesProven experience in multi-tenant SaaSand legacyenvironmentsStrong understanding of:Distributed systemsIncident management at scaleObservability frameworksTrack record of building and scaling high-performing operational teamsExperience in outsourced or hybrid operational modelsExperience working cross-functionally with Engineering and ProductPreferredBackground in payments, security, or compliance-driven environments (e.g., PCI)Experience with API-first platforms and telephony/payment flowsFamiliarity with observability tools (e.g., Grafana, etc.)We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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