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 

• 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 

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