Purpose
This role is designed to bring dedicated technical leadership to our platform team while also owning production reliability and quality. Leading a cross-functional platform team, including DevOps specialists, senior data developers/architects, and QA automation, while simultaneously owning the end-to-end production health of our SaaS product. You will be the bridge between engineering, product, and customer success, driving systematic strategies to reduce bugs, improve reliability, and elevate the overall quality of our platform.
Accountabilities & Expected Outcomes
Platform Team Leadership & People Management
- Lead, mentor, and grow a cross-functional platform team of DevOps specialists, Power BI/data platform architects, and a QA automation engineer.
- Set clear goals, conduct regular 1:1s, and support the professional development of each team member.
- Foster a collaborative, high-trust team culture aligned with Team Topologies principles — acting as an enabling team that reduces cognitive load on stream-aligned teams.
- Manage team capacity, prioritization, and delivery of platform initiatives.
- Hire and onboard new platform team members as the organization scales.
Production Reliability & Bug Management
- Own the end-to-end production monitoring strategy, including tooling, alerting, and observability frameworks.
- Lead bug triage processes, assess severity, coordinate investigation, assign ownership across stream-aligned teams, and track resolution.
- Drive root cause analysis (RCA) for recurring issues and translate findings into systemic improvement strategies.
- Define and track reliability metrics (e.g. MTTR, bug escape rate, defect density) and report on trends to engineering and product leadership.
- Build and continuously improve processes for bug intake, prioritization, and communication to internal stakeholders.
Stakeholder Communication & Cross-Team Coordination
- Act as the primary technology point of contact for production issues, communicating clearly and proactively with Product and Customer Success teams.
- Provide regular status updates on open bugs, reliability trends, and resolution timelines.
- Coordinate with stream-aligned teams to ensure production issues are addressed efficiently without disrupting their delivery flow.
- Translate technical complexity into clear, business-relevant language for non-technical stakeholders.
Platform Engineering & Enablement
- Oversee the design, development, operation, and documentation of shared engineering infrastructure including CI/CD pipelines, cloud infrastructure, monitoring tools, and the internal Power BI data platform.
- Ensure the platform team delivers high-quality, self-service capabilities that reduce friction for product engineering teams.