Location: Bengaluru
Work mode: Remote
Type: Full Time
Experience: 5–6 years
Department: Engineering · Management
Key Skills: Azure Cloud Infrastructure (AKS App Gateway Azure Services), Production Support & Incident Management, AI-Assisted Troubleshooting & Debugging, Azure DevOps & CI/CD Pipeline Management, PostgreSQL & Redis Performance Optimization, React, .NET & Python Application Support, 24x7 Support Team Leadership & Escalation Management, SaaS Platform Operations & Root Cause Analysis.
We are looking for a Support Lead to build, manage, and be the ultimate escalation point for a 24x7 operations support team covering our platform - comprising multiple customer-facing applications, internal operations tools, and third-party integration points - all running on Azure infrastructure.
This is a hands-on leadership role: you will manage a team of engineers across shifts, but you are also expected to personally step in and solve the issue when the team is stuck. You are the technical backstop as much as the people manager.
You own the design of the shift rotation - including active coverage, backup/surge capacity, leave management, and ensuring no single point of failure in coverage.
We need someone with a proven history of personally solving hard, customer-specific production problems - the kind that don't have a documented fix - and who can lead a team to do the same. We also expect you to actively leverage AI-powered tools (code assistants, AI-assisted log analysis, automated diagnostics) as a force multiplier for faster diagnosis, root cause analysis, and resolution - and to embed that capability across your team.
Qualifications
- Build, staff, and manage a 24x7 rotational support schedule with adequate backup for leaves, workload spikes, and shift rotations.
- Ensure all engineers remain up to date with the platform and actively participate in rotational support.
- Mentor and upskill the team on platform applications, Azure infrastructure, and CI/CD processes.
- Act as the final technical escalation point and personally drive complex issues to resolution.
- Own hiring, onboarding, and performance management for the support engineering team.
- Leverage AI tools for root cause analysis, code-level debugging, incident pattern recognition, and solution validation.
- Drive AI-assisted engineering practices to reduce resolution time and improve troubleshooting efficiency.
- Identify opportunities to automate repetitive diagnostics and incident triage using AI-powered solutions.
- Own the complete incident management lifecycle, including severity classification, SLA adherence, and coordination with engineering teams.
- Lead major incident and outage bridges, making timely decisions during critical production issues.
- Conduct post-incident root cause analysis and ensure implementation of preventive and corrective actions.
- Communicate incident status, business impact, and resolution updates effectively to stakeholders.
- Maintain strong technical oversight across Azure services, including AKS, App Gateway, PostgreSQL, Redis, Function Apps, Container Registry, Log Analytics, Key Vault, Private Endpoints, Storage, and Traffic Manager.
- Oversee troubleshooting across React frontend, .NET backend, Python AI/ML services, and data ingestion pipelines.
- Review and validate production releases and deployments to ensure stability and quality.
- Establish and improve monitoring, alerting, and on-call processes to reduce detection and resolution times.
- Develop and maintain operational runbooks while enabling the team to resolve new and complex issues beyond documented procedures.
- Collaborate with Operations and Customer Success teams to streamline customer onboarding and eliminate recurring operational challenges.
- Track and report key support metrics, including SLA adherence, incident volume, MTTR, and recurring issues, to leadership.
Requirements
- Prior experience as a Forward Deployed Engineer, Technical Lead, or Support/SRE Lead with direct ownership of production issues.
- Strong ability to leverage AI tools, including code assistants, AI-powered debugging, and log analysis, to accelerate production troubleshooting.
- Hands-on expertise with Azure services, including AKS, App Gateway, Private Endpoints, Traffic Manager, and Azure resource management.
- Strong troubleshooting experience with PostgreSQL and Redis, including performance tuning and scalability optimization.
- Experience working with Azure Function Apps and data ingestion pipelines.
- Solid background in Azure DevOps, CI/CD pipelines, container registries, and production release management.
- Working knowledge of React, .NET, and Python services to effectively lead root cause investigations.
- Experience leading or managing a 24x7 shift-based support or Site Reliability Engineering (SRE) team.
- Proven ability to independently resolve complex, customer-specific, and production-critical issues.
- Experience leading support or forward-deployed engineering teams for SaaS or platform-based products.
- Exposure to healthcare or patient-facing technology platforms will be an added advantage.
- Experience establishing or scaling a 24x7 support function from the ground up.
- Demonstrated experience integrating AI-powered tools into engineering and support workflows.
