Technical Support & Stability Lead

The Technical Support & Stability Lead is responsible for the operational reliability of Be Group’s
entire technology stack. This role leads the L2 Support function, owns the Incident Management
process, and governs system stability. You will act as the primary bridge between Operations,
Business Units, and Product Engineering, ensuring that technical issues are resolved efficiently
and root causes are permanently addressed.

Incident Management (Crisis Response):

• Serve as the Incident Officer for critical (P0/P1) who will lead the Incident
  Firefighting coordination, and communication to resolve outages across all
  product lines.
• Lead cross-functional recovery efforts, coordinating Engineering, Operations, and
  Communications teams to restore service rapidly.
• Make decisive trade-off decisions (e.g., rollback vs. fix-forward) to minimize
  business impact

L2 Support Operations:

• Manage the Technical Support team to provide 24/7 coverage for the platform.
• Drive efficiency to resolve >70% of issues at the L2 level (Deflection).
• Monitor system logs and dashboards to identify and mitigate emerging risks
  before they impact users.

Stability Governance:

• Oversee the Post-Incident Review (PIR) process. Ensure every critical incident
  has a detailed Root Cause Analysis (RCA).
• Partner with Engineering Leadership to track and enforce the completion of
  remediation action items.
• Report weekly on system health, availability trends, and vendor performance to
  Executive Leadership.

Service Level Management:

• Ensure all support tickets, particularly for Enterprise and Strategic Partners, are
  resolved within agreed Service Level Agreements (SLAs).
• Analyze ticket trends to identify product defects and provide data-driven feedback
  to Product Managers.