Support Lead/Manager

Company Description

Baazi Games is a leading gaming technology company dedicated to designing and operating scalable platforms for games and digital entertainment. Serving both B2B and B2C markets, we collaborate with international gaming companies and develop free-to-play consumer experiences, blending enterprise-grade technology with real player behavior insights. Our expertise spans platform engineering, game technology, real-time and seamless backend systems, security, and player experience optimization. We prioritize building reliable, scalable, and adaptable gaming ecosystems that champion innovation, player satisfaction, and responsible gaming practices.

Support Manager (Application Support)

Company: Baazi Games

Work Mode: Hybrid / Remote

Experience: 8+ Years

About Baazi Games

Baazi Games is one of India's leading real-money gaming companies, building high-scale platforms

used by millions of users. We focus on delivering seamless, reliable, and high-performance gaming

experiences.

Role Overview

We are looking for a Support Manager to lead application and production support operations,

ensuring timely resolution of customer-impacting issues and maintaining system reliability.

Key Responsibilities

1 Work closely with the operations team for customer issues and feedback

2 Create tickets and route them to appropriate engineering teams

3 Monitor real-time alerts and take action based on SOPs and SLAs

4 Debug production issues and attempt mitigation

5 Escalate to on-call engineering teams when required

6 Maintain resolution SLAs and communicate updates to stakeholders

7 Drive incident management and RCA processes

Required Skills & Experience

1 8+ years in Application/Production Support or Incident Management

2 Experience with ticketing tools (JIRA, ServiceNow)

3 Strong understanding of SLA-driven environments

4 Basic knowledge of Linux, logs analysis, and monitoring tools

5 Strong communication and stakeholder management skills

Good to Have

1 Experience in high-scale consumer or gaming platforms

• 2 Exposure to cloud environments (AWS/Azure)