- Formed cross-functional Platform Team from the most skilled and proactive engineers
- Significant platform scaling to handle peak load events
- Implemented post-incident actions discipline with action tracking
- Introduced root cause analysis culture: understand why it fails, not just restart
- Improved observability across the platform
Operating Model
How the engagement was structured and managed
Governance & Cadence
- Service ownership model: Clear accountability for each function and service
- Prioritization framework: Risk-based prioritization across all initiatives
- Risk register: Centralized tracking of technology risks and mitigations
- Regular cadence: Weekly syncs, monthly reviews, quarterly planning
- Escalation paths: Clear escalation routes for critical issues
Engagement Principles
- Stabilization first: Address critical issues before building new capabilities
- Foundation before features: Invest in infrastructure that enables future scale
- Automation from day one: No manual processes that don't scale
- Security integrated: Security baked in, not bolted on
- Unified platform thinking: Design for multi-entity organization
- Handover-ready: Build systems and teams that outlast the engagement
Autonomy & Accountability
- Full autonomy: High-trust engagement with mandate to fix and build independently
- Technical audit: Deep assessment of architecture, infrastructure, and processes
- Hiring authority: Full ownership of team composition and structure
- Cross-functional coordination: Direct work with all stakeholders
- Systematic handover: All functions transferred to permanent leadership
Operating Style
"I introduced you in one channel, and you did everything else yourself."
— CEO feedback on autonomy level