We are seeking an experienced Ops Lead (Support Team Lead) to lead our production support operations for a SaaS product platform. The role involves managing L1/L2 support teams, owning incident management and SLAs, and working closely with engineering, DevOps, and product teams to ensure high availability, stability, and customer satisfaction.

Key Responsibilities

Team & Operations Management

Lead, mentor, and manage L1/L2 production support engineers
Plan and manage shift rosters, on-call rotations, and workload distribution
Ensure 24×7 production support coverage (as applicable)
Conduct performance reviews, coaching, and skill development
Drive knowledge sharing, runbooks, and SOP standardization

Incident & Problem Management

Own major incident management (P1/P2) and act as the escalation point
Lead incident bridges, war rooms, and stakeholder communications
Ensure timely resolution and adherence to SLAs/SLOs
Drive root cause analysis (RCA) and preventive action plans
Track recurring issues and work with engineering on permanent fixes

Technical & Platform Ownership

Oversee monitoring, alerting, and health checks for production systems
Ensure effective use of logs, dashboards, and observability tools
Support release readiness, change management, and rollback planning
Collaborate with DevOps on availability, performance, and capacity planning
Review and improve operational metrics and KPIs

Stakeholder & Process Management

Act as the primary interface between Support, Engineering, Product, and DevOps
Communicate incident status and post-incident reports to leadership
Drive ITIL-aligned processes (Incident, Problem, Change, Knowledge)
Continuously improve support processes and operational maturity

Mandatory Skills & Qualifications

8+ years of experience in production support/operations for product or SaaS platforms
2+ years of experience leading support or operations teams
Strong understanding of SaaS architecture and production environments
Hands-on experience with incident management and SLA ownership
Strong knowledge of application monitoring, logging, and alerting
Experience working with SQL and NoSQL databases (operational perspective)
Understanding of distributed systems and microservices
Experience supporting event-driven systems (Kafka or similar)
Familiarity with Linux/Unix environments
Strong communication and stakeholder management skills

Good to Have

ITIL certification or strong ITIL process knowledge
Exposure to cloud platforms (AWS / Azure / GCP)
Basic scripting knowledge (Python, Shell)
Experience working with graph databases
Background in Java or Python-based applications
Experience in DevOps or SRE-aligned environments

Key Competencies

Strong leadership and decision-making skills
Ability to perform under pressure during critical incidents
Data-driven mindset for operational improvements
Customer-first and reliability-focused approach
Excellent documentation and process orientation

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