Service operations, incident management, and QA at Scrive

Context

Running e-signature services means the operation has to hold up around the clock, so how the teams handle incidents and quality matters as much as the platform underneath. Scrive needed its on-call work, its QA, and its management layer to be deliberate rather than improvised.

What I did

I set up a proper incident-management process for the on-call teams through a cross-functional improvement team, so issues were handled and learned from consistently rather than ad hoc. I set the direction for the QA department, and I grew three team leads into managers through coaching and mentorship, establishing and delivering leadership training together with HR so the step up was supported.

Outcome

Scrive had a dependable incident process for its on-call teams, a clear direction for QA, and a management layer that had been grown deliberately, which kept the service operation steady as the business scaled.