Responsibilities

• Lead and mentor a team of remote on-call support engineers and IT staff
• Manage staffing, scheduling, and coverage for 24/7 on-call rotations
• Serve as escalation point for critical incidents and operational issues
• Ensure documentation and runbooks are current and accessible
• Drive process improvements and automation initiatives
• Track KPIs including SLA compliance, response time, and resolution time
• Provide regular operational reports to leadership
• Partner with engineering and product teams on support readiness
• Communicate operational risks and customer impact effectively 
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