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Support & operations staffing

You-build-it-you-run-it, backed by a lightweight incident/problem flow and a follow-the-sun rota — turning two geographies into a genuine operational advantage.

The model​

  • Squad ownership — the squad that builds a product runs it; support feedback wires straight into its backlog.
  • Lightweight ITIL 4 flow — incident and problem management, sized to squads not a separate ops empire.
  • SRE-style rota across UK + India timezones — follow-the-sun coverage without night shifts, because the other geography is awake.
  • Runbook ownership — every service has current runbooks; Support accepts them at the Production Readiness gate.

Why you-build-it-you-run-it​

Separating build from run re-creates a hand-off and dulls the feedback loop that makes products better. When the building squad also runs the product, operational pain lands where it can be fixed, and the rapid-fix loop is short. The UK–India spread makes round-the-clock support humane.

Standards referenced: ITIL 4, SRE.