Manager

• Oversee the Level 2/3 technical teams responsible for the rapid resolution of complex issues impacting the SaaS platform and its underlying cloud infrastructure.
• Drive continuous improvement across all operational workflows, including incident response, escalation paths, and formal problem management.
• Own and report on key operational metrics (e.g., OLA compliance, time-to-resolution, Mean Time To Restore).
• Collaborate directly with Site Reliability Engineering (SRE) and Product Engineering teams to improve platform observability.
• Lead, mentor, and develop a geographically diverse team of platform engineers and specialists.
• Establish and maintain clear operational boundaries and Service Level Expectations (SLEs) with internal partners.

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