Service Reliability Engineering Team Leader

we are a leading provider of advanced voice communications software, products and productivity solutions for the digital workplace and customer experience. Our innovative products, solutions and services are used by large multinational enterprises and leading tier one operators worldwide. As of today, 50 of Fortune 100 enterprises use our company's technology.
At our company, we are proud to embody the core values of innovation, collaboration, and trust in both our culture and products. We are creating groundbreaking technology utilizing a world-class, conversational AI and generative AI-powered Platform that revolutionizes how businesses use voice to communicate, collaborate and service their customers and internal teams. As a key enabler of digital transformation, digital workplaces, and hybrid environments, our company helps businesses find their voice; every business has a voice, our company makes sure it is heard. We are an open, inclusive, and diverse organization, and our employees are at the heart of the great products and services we create. We offer a flexible and collaborative work environment, along with career growth opportunities.
Job Summary:
The Service Reliability Engineering Team Leader will join the dynamic R&D group that designs and develops AI-powered UC recording SaaS solutions. The Service Reliability Engineering Team Leader and his\her team will provide expert assistance to field engineers when required. We are looking for a professional who is passionate about investigating, learning, and implementing new technologies while going beyond the following job description to help where needed.
Responsibilities:
Lead a distributed team of Service Reliability Engineers
Ensure 24/7 on-call readiness of the team to respond to escalated incidents
Take active part defining and adopting global and internal reliability targets
Implement and maintain the practice of continuous monitoring Field issues (tickets) to meet global and internal SLAs
Work with all relevant departments inside the company (developers, QA, PM, CSM, sales, etc.)
Work directly with end customers on escalations
POC with strategic and potential customers Implement and maintain the practice of instant proactive and reactive response to production incidents
Define, follow and share Troubleshooting protocols and post-incident debrief routines
Create and maintain environments for R&D internal use
Create and maintain field-facing knowledge base and documentation. Provide trainings to relevant Service teams in our company.