This sounds challenging! First I’d recommend kanban as opposed to scrum for the team, as the team is so large it is probably hard for them to be really working on a single scrum board effectively.

2nd I’d make sure the team had space to do their operational duties, possibly on a rotation so that other members can focus more on platform development. It can be tempting to try to minimize the operational work, especially when coming from more of a product oriented team. But it is important to develop good process to support the recurring operational labor.

Finally within that team of 12 I’d identify the most senior devs and tech leads and work with them closely on these process changes. Try to understand their problems and ensure they understand the goals coming down from the VPs etc.

Sorry if this is basic / already in play. Good luck!