Head of Support & Service Reliability Engineering
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 in 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
* 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.)
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