Systems Support Team Leader

About the role

The Systems Support Team Leader will lead a 24x7 Systems Support Centre, overseeing monitoring, triage and incident response for Superloop’s critical platforms. You will collaborate with internal teams, development groups and third‑party vendors to restore services quickly and ensure an excellent customer experience.

Key responsibilities

• Lead, coach and support a 24x7 team handling system monitoring, customer calls, incident triage and operational response.
• Act as primary escalation point for issues involving applications, APIs, databases, integrations and platform performance.
• Oversee alert monitoring and investigation using Datadog and other observability tools.
• Ensure incidents are classified, prioritised, documented and communicated according to Major, P1‑P3 processes.
• Coordinate with cloud engineering, product, service delivery and vendors to restore services promptly.
• Maintain ticket hygiene, shift handovers, incident notes and problem records for 24x7 continuity.
• Identify recurring issues, monitoring gaps and process improvements, driving reliability enhancements.
• Create and maintain support documentation, troubleshooting guides and system diagrams.

Required profile

• Proven experience leading or mentoring technical support, NOC or service operations teams.
• Strong background in incident triage and operational support for business‑critical, high‑availability systems.
• Hands‑on experience with Datadog or similar observability platforms.
• Ability to guide investigations across applications, APIs, databases, integrations and cloud services.
• Confident handling live calls with business customers and internal stakeholders during incidents.

Required skills

• Datadog (alerts, dashboards, logs, metrics, traces)
• AWS services – EC2, ECS, EKS, RDS
• APIs, logs and system integration troubleshooting
• Incident management and ticketing systems
• Monitoring and observability best practices

What we offer

• Free Home Broadband and Mobile SIM plan
• Hybrid work model – 3 days/week in the office
• Lunch on Wednesdays, snacks, donuts and more
• Diverse and inclusive culture with strong support for all backgrounds
• Opportunities to gain skills and build relationships in telco and tech industries