Support Team Lead

Role Summary

Customer Operations - SPEC-Ops (SRE & Platform Engineering)

The Delivery & Service Assurance Lead runs the day-to-day rhythm of the SPE Customer Operations team, assuring the team hits its delivery and SLA commitments. Delivery cadence and SLA performance are treated as one job: the cadence exists to move the SLA numbers. This role owns the team's 24/7 service picture and works standard US business hours; it doesn't carry on-call duty itself but runs the schedule and handoffs that keep coverage solid across regions.

Facilitation & Delivery Cadence

Runs team ceremonies - standups, planning, reviews, and retrospectives - scheduled during US hours, with both the US and India shifts included and in sync.

Keeps the backlog organized, making sure run work and operations are visible alongside project work, so the team's full workload is always in one place.

Clears blockers and protects the team's focus, keeping a steady and predictable rhythm that the team can plan around.

Owns the handoff between regions so work in progress transfers cleanly and coverage never drops, without needing to be online around the clock.

Service Assurance

Tracks the team's own performance - SLA attainment across all shifts - and keeps metrics current and visible to the team and leadership.

Helps the team balance run work against feature and project delivery.

Brings SLA misses into retrospectives, gets to root cause, and helps make sure the same issue doesn't happen twice.

Maintains a single 24-hour view of team performance - measured for the whole service, not by region - while working standard US hours.

Change Management

This role also manages maintenance of our processes, tools, and observability for applications. As products and features evolve, so does the operational requirements needed to support them, and this role keeps that work organized and moving. This includes managing backlog and tasks for:

Coordinating the onboarding tasks needed to bring new products or features under proper observability coverage, including refinement.

• Procedural updates
• Security, ITSM, and other tooling updates
• Continuous Improvement

Keeps the SPEC-Ops way of working current as the team grows, adjusting cadence and process to fit both the SRE and Platform Engineering sides.

Turns assurance data into backlog items - spotting the recurring toil and reliability gaps driving SLA risk, and prioritizing the work that fixes them.

Builds and improves the metrics and reporting that show stakeholders how the team is doing.

Interface with Incident Command

When an SLA breach or incident happens, the Incident Commander (or escalation owner) handles the outward-facing work - stakeholder updates, escalation, vendor coordination. This role stays focused inward: making the breach visible, driving it to root cause, and turning it into backlog work to prevent it from happening again. That split keeps interrupt load off the person managing the team's delivery cadence, so this role can stay steady even during a live incident.

Qualifications

• Experience running agile delivery for an operations or engineering team - including facilitating the full set of ceremonies and owning backlog health.
• Solid grasp of SLA practice: setting targets, measuring attainment, and driving improvement.
• Comfortable with observability and ITSM tools and turning that data into delivery decisions.
• Proven track record coordinating a distributed, globally covered team across time zones while working standard US hours, including owning the handoff between regions.
• Experience turning operational data into a prioritized improvement backlog and following it through to completion.

Preferred

• Scrum Master or agile delivery certification, or equivalent hands-on experience.
• Experience standing up a delivery cadence for a newly formed or combined SRE/platform team.
• Background in a regulated or high-availability operations environment.