Responsibilities:

• System Monitoring and Alerting: Develop and implement robust monitoring systems to identify potential failures, especially post-deployment, ensuring high system reliability and performance.
• Deployment Standards: Define and maintain standards for all deployments. Ensure that each new solution or change includes comprehensive runbooks, alerts, and metrics.
• Incident Management: Manage and coordinate responses to incidents with urgency and efficiency. Lead the creation of thorough post-mortem analyses to prevent future occurrences.
• Documentation and Testing: Consolidate and maintain up-to-date documentation on client configurations. Ensure all configurations are thoroughly tested and functioning optimally.
• Problem-Solving Support: Provide expert context and assistance in resolving issues during production incidents.
• Team Coordination: Oversee and coordinate the work of technical customer support agents, ensuring effective and client-focused support.
• Roadmap planning: Present regular summary reports of the overall operational health of the organization and opportunities for improvement. Manage and drive the roadmap for operational improvements.