Source description
About the role
Team Leadership & Engineering Partnership
Team Leadership: Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning.
Escalation & Root Cause Governance: Oversee the prioritization and resolution of complex workflow failures and system anomalies. Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles.
Technical Advocacy, Translation & Communication
Cross-Functional Liaison: Serve as the lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders.
Knowledge Management Architecture: Own the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support.
Operational Excellence & Systemic Friction Reduction
Queue & Process Integrity: Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering.
Data-Driven Advocacy: Aggregate telemetry data and ticket patterns to isolate systemic platform friction points. Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements.
Process Automation: Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team.
AI Adoption & Modern Enablement Culture
AI-Augmented Operations: Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script generation, driving a best-in-class mean-time-to-resolution (MTTR).
Collective Intelligence: Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels.
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