Head of Platform Engineering & IT

Quick Facts

• Leads Platform Engineering and IT (DevOps, SysOps, Telco, Workplace IT)
• Owns reliability and transformation for production services supporting CCaaS and an AI platform
• Manages and develops leaders and teams; builds predictable delivery environments

Description

You will lead Platform Engineering and IT, driving transformation from diagnosis to measurable outcomes. The goal is to create environments where product teams can deliver changes safely and predictably while keeping CCaaS and the AI platform reliable.

Responsibilities

• Define platform and IT goals per area, assess maturity, and translate business needs into change plans with measurable results
• Develop leaders and teams: delegate decisions, build competencies, and prepare coverage for critical roles
• Build platform as an internal product: common environments, automation, and standard delivery/deployment paths
• Ensure service reliability: monitoring, alerting, on-call, incident handling, production change process, backup and restore, and continuity
• Drive execution predictability: prioritize work, manage capacity and dependencies, and control unplanned work
• Coordinate across CTO, Product, Development, QA, Architecture, and Security for initiative planning and operational readiness
• Lead Telco and connection quality experts and oversee telco change safety
• Improve Workplace IT and developer environment to reduce friction and support productivity
• Plan infrastructure/tooling budgets, evaluate third-party service costs, and manage vendor risk

Requirements

• Experience leading a multi-functional technical area for production SaaS with decision-making beyond a single team
• Leadership track record: measurable goals, leader development, delegation, and accountability for results
• Proven ability to run a technical/organizational transformation from assessment to durable outcomes
• Practical experience with DevOps, SRE, or SysOps and Linux administration; ability to assess change risk and evaluate deployment architecture, configuration, and pipelines
• Ownership experience for production SaaS reliability: monitoring, incidents, on-call, release management, backups, and restoration
• Treat Platform Engineering as an internal product (roadmap, usage and effectiveness measurement)
• Ability to manage work with data: backlog structure, WIP limits, capacity, identifying blockers, and separating planned work from incidents/urgent requests
• Ability to translate technical debt, operational risk, and costs into business-meaningful decision options for Product and CTO
• Familiarity with ITIL/SRE/service management approaches, applied selectively based on scale and risk

Benefits

• Flexible working hours and the option to work remotely
• Mandate to shape delivery standards, reliability, developer experience, and service management with CTO and area leaders
• Stable business environment and support from an investor (MCI)
• Development budget for training, conferences, and online courses
• Benefits: medical care co-financing and a sports card