We are seeking a Head of Support & Service Reliability to lead and evolve our global support function into a proactive, platform-integrated reliability capability.
This role provides an exciting and dynamic opportunity for an outcome-focused individual; as Sycurio is a critical inflection point as we transition from a single-tenant architecture to a multi-tenant SaaS platform, requiring a fundamental shift from reactive ticket handling to systemic reliability, observability, and customer experience management at scale.
You will own the end-to-end operational integrity of the platform, ensuring availability, performance, and customer trust, while partnering closely with Engineering, Product, and Customer-facing teams; being a key contributor to our GRR goal of 90%+.
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 expectations.
Key Responsibilities
- Service Reliability & Platform Stability
- Own platform availability, performance, and reliability across all tenants
- Reduce incident frequency, severity, and blast radius
- Establish and drive Service Reliability Engineering (SRE) principles
- Ensure scalability and operational readiness of a multi-tenant platform
- Incident Management & Response
- Implement 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 incidents
- Observability & Monitoring
- Define and implement a comprehensive observability strategy, including technical telemetry (infrastructure, application, APIs)
- Business telemetry (transactions, payment success rates, usage)
- End-to-end customer journey visibility
- Ensure issues are detected proactively, not customer-reported
- Partner with Product and Engineering to embed telemetry into the platform
- Support Operations (L1–L3)
- Lead global support teams ensuring high-quality, SLA-driven case management
- Define and enforce support processes, tooling, and performance standards
- Improve key metrics:
- First response time
- Resolution time
- Reopen rate
- Escalation quality
- Platform Operations & Change Management
- Oversee operational aspects of the platform, including release management and deployment safety, ensuring all releases are observable, reversible, and low-risk
- Change control processes
- Environment consistency across staging and production
- Own the visibility and continuous improvement of delivery and recovery performance using the DORA metrics, in partnership with Engineering
- Issue Management & Root Cause Discipline
- Establish rigorous Root Cause Analysis (RCA) standards
- Identify and eliminate systemic issues (not just symptom fixes)
- Track and reduce recurring incidents
- Feed insights into Product and Engineering roadmaps
- Customer Experience & Commercial Alignment
- Align support with Customer Success and Sales
- Ensure coordinated communication during incidents
- Protect customer relationships during critical events
- Introduce tenant-aware impact assessment (ARR, strategic accounts, regulatory exposure)
- Support enterprise-grade expectations for transparency and reliability
- Cross-functional Leadership
- Act as the bridge between Engineering, Product, & Customer Delivery / Success
- Embed supportability and operational readiness into pre-sales (Stage 4/5 governance), product development, and deployment processes
- Managed Service Governance
- Chair regular operational reviews and quarterly business reviews with the managed service leadership team
- Own the managed service scorecard — defining KPIs, reviewing performance data, and driving accountability for misses
- Manage contract compliance, SLA adherence, and commercial exposure from managed service underperformance
- Lead continuous improvement programs jointly with the managed service provider, including tooling upgrades, process redesigns, and training investments
- Maintain an escalation path for systemic or persistent managed service failure, up to and including remediation planning
Key Qualifications, Skills, Experience
Required
- 10+ years in Support, Platform Operations, or SRE leadership roles
- Proven experience in multi-tenant SaaS and legacy environments
- Strong understanding of distributed systems, incident management at scale, observability frameworks
- Track record of building and scaling high-performing operational teams
- Experience in outsourced or hybrid operational models
- Experience working cross-functionally with Engineering and Product
Preferred
- Background in payments, security, or compliance-driven environments (e.g., PCI)
- Experience with API-first platforms and telephony/payment flows
- Familiarity with observability tools (e.g., Grafana, etc.)
#J-18808-Ljbffr…