Role Overview
The Manager, Platform Support will be a key leader responsible for the operational excellence, technical maturity, and process adherence within our global Platform Support team. You will manage the day-to-day operations supporting our mission-critical SaaS platform, ensuring high availability and stability for our extensive global customer base. This role is crucial in upholding the high standards for process, accountability, and scalable operations that define our high-growth environment.
Key Responsibilities
Service Delivery and Stability: Oversee the Level 2/3 technical teams responsible for the rapid resolution of complex issues impacting the SaaS platform and its underlying cloud infrastructure. Ensure stability and high availability across the service portfolio.
Operational Process Optimization: Drive continuous improvement across all operational workflows, including incident response, escalation paths, and formal problem management. Ensure strong adherence to established processes across all support functions.
Performance Management (KPIs/SLAs): Own and report on key operational metrics (e.g., OLA compliance, time-to-resolution, Mean Time To Restore). Implement strategies to meet or exceed targets while managing high-volume ticket flow.
Observability and Automation: Collaborate directly with Site Reliability Engineering (SRE) and Product Engineering teams to improve platform observability, reduce monitoring noise, and automate response activities.
Team Leadership and Development: Lead, mentor, and develop a geographically diverse team of platform engineers and specialists, fostering a culture of technical excellence and accountability.
Cross-Functional Governance: Establish and maintain clear operational boundaries and Service Level Expectations (SLEs) with internal partners, including Level 1/2 teams and Engineering groups, to ensure seamless service handoffs and efficient resource utilization.
Qualifications and Skills
Required:
Minimum 5-7 years of experience in a high-volume, global SaaS support or operations environment.
Minimum 2-3 years of direct people management experience, preferably with a large, geographically diverse team.
Deep technical proficiency in cloud platforms (e.g., AWS, Azure, GCP), Kubernetes, MySQL, and data tooling like OpenSearch, as well as general log analysis/APM tools.
Strong process knowledge in Incident, Problem, and Change Management.
Proven ability to implement and drive process adherence, particularly in environments focused on scaling operations.
Exceptional communication skills, both written and verbal, for technical and executive audiences.
Proven experience in managing and reducing technical debt within a platform.
Preferred:
Experience in supporting a large-scale, enterprise SaaS platform.
Background in driving continuous improvement and operational excellence initiatives.
Prior experience supporting an Identity and Access Management or Governance platform.
FedRAMP experience or familiarity with compliance frameworks.
