Team Structure
Sources: Global Operations Team — GOT (COE 20162740237) · RaaS/Envoy RACI (COE 19879887382)
Overview
RaaS operations are supported by two teams:
- Global Operations Team (GOT) — 24/5 follow-the-sun ops support; first point of contact for all operational tickets
- SRE/Engineering — On-call 24x7, maintenance, platform ownership, escalations
The two teams work together and have defined responsibilities per the RACI below.
Global Operations Team (GOT)
Goal: Provide 24/5 operations support for RaaS, Envoy, CaaS, Identity, Coralogix and RCP. Follow-the-sun model across US, EU, and APAC regions.
Note
GOT is not a replacement for the existing engineering teams — it handles first-pass triage, common operational tasks, and escalates to SRE for complex or high-risk work.
| Name | Region |
|---|---|
| Scott Johnson | US |
| Brian Lee | US |
| Sanjaya Bobuwala | NZ |
| Luke Sweeney | UK |
| Sumit Kumar | India (GL) |
| Malleboyana Prakash | India (GL) |
| Karthikesan Sekar | India |
| Ramesh Yadav | India |
| Sandip Patil | India |
| Konatham Yugandhar | India (GL) |
Escalation for RaaS/Envoy/Semantic/CMI: Noby Smith
SRE / Engineering
| Name | Role / Location |
|---|---|
| Lee Jelley | Senior Engineer, UK |
| Andy Xian | SRE, NZ |
| Jonathan Adams | SRE, US |
| Jonathan Valdez | SRE, US |
| Bilal Siddique | SRE, NZ |
| Mark Lehmann | UK |
| Noby Smith | Manager |
RACI — RaaS Responsibilities
| Responsibility | Global Ops | SRE/Engineering |
|---|---|---|
| New customer VPN setup | R | C |
| VPN troubleshooting | R | C/A |
| IP whitelisting | R | C |
| New customer deployment | R | C |
| First-pass triage on all tickets | R | — |
| On-call 24x7 | — | R |
| Quarterly maintenance | — | R |
| AMI builds | — | R |
| Escalations from GOT | — | A |
| Monitoring configuration | — | R |
| Customer onboarding (consulting) | — | R |
| Infrastructure / IaC | — | R |
| Disk space monitoring | R | — |
R = Responsible, A = Accountable, C = Consulted
Access Required
For GOT members, the following access is needed:
| System | Purpose |
|---|---|
| AWS accounts (all customer + management) | Infrastructure access via SSM/Console |
| Coralogix | Log and metric monitoring |
| Jira | Ticket management |
| Salesforce | Customer communication |
| GitHub | Repo access |
| MS Teams | Team communication + incident channel |
| SentinelOne | Security monitoring |
| Rapid7 | Vulnerability management |
| Ansible Tower (UK + US region) | Running playbooks |
On-Call
On-call is managed via PagerDuty. See PagerDuty for the schedule, urgency levels, and how to respond to alerts.
Direct escalation contact: Noby Smith — +64 21 813 498