Operations Support Lead in Bangalore, भारत

Job Description : Role : Support Lead (24x7 Operations Support).Location : https://jobeax.com/link/JeWfCMU3sbJKr5L1 : 5 - 6 https://jobeax.com/link/Ijp249ftQphjyvef are looking for a Support Lead to build, manage, and be the ultimate escalation point for a 24x7 operations support team covering the platform - HiApp (Human Intelligence App), our primary and most business-critical application, serving as the core platform Optometrists (ODs) use to monitor and respond to patient conversations across multiple clinics; Customer Portal; Operations Portal; and clinic chatbot integrations - all running on Azure https://jobeax.com/link/VVhabah3jNnBUVdl 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 https://jobeax.com/link/XhBasQdKJgOQamSl are the technical backstop as much as the people https://jobeax.com/link/V40dXDDekli6odco Matters Most : This role is not https://jobeax.com/link/5G9WuhECCzoXjG4O 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 https://jobeax.com/link/xvGsoqIJ7n8VbUqO (Azure, Kubernetes, etc.) are welcomed as a bonus but are secondary to a demonstrable track record of hands-on resolution and forward-deployed engineering https://jobeax.com/link/NfKu17xn3PQ6gnFL Responsibilities : - Build, staff, and manage a 24x7 rotational schedule across a team in active rotation.- Ensure backup engineers remain current on the platform and cycle into the active rotation periodically, so coverage never depends on a single point of failure.- Mentor and upskill the team on HiApp, Customer Portal, Operations Portal, Azure infrastructure, and CI/CD processes.- Act as the final escalation point when the on-shift team cannot resolve an issue - personally driving it to resolution.- Own hiring, onboarding, and performance management for the support team.- Own the incident management process end-to-end : severity classification (P1/P2/P3), coordination with engineering, and SLA adherence.- Lead major incident / outage bridges, making real-time judgment calls under pressure.- Drive post-incident root cause analysis and ensure corrective actions are actually implemented, not just documented.- Communicate incident status and business impact clearly to engineering and business stakeholders.- Maintain deep working knowledge across the full Azure stack : AKS, App Gateway (WAF_v2), PostgreSQL, Redis, Function App (EP1), ACR Premium, Log Analytics/App Insights, Key Vault, Private Endpoints, Storage, and Traffic Manager.- Oversee troubleshooting of React, .NET, and Python (Gen AI) service issues across HiApp and the Customer Portal.- Oversee the Function App-based data ingestion pipeline into the vector database, and troubleshoot failures in that pipeline.- Review and validate production releases and deployments to prevent avoidable incidents.- Establish and refine monitoring, alerting, and on-call processes to reduce time-to-detect and time-to-resolve.- Build and maintain runbooks and knowledge base content from real incidents - while still expecting the team to solve novel problems beyond the runbook.- Partner with Operations and Customer Success teams on clinic onboarding, and remove recurring friction in onboarding or chatbot integration.- Report on support metrics (SLA adherence, incident volume, MTTR, recurring issues) to https://jobeax.com/link/NZ21z6romAhK6qYX Skills & Experience : - Experience : Prior experience as a Forward Deployed Engineer, Technical Lead, or Support/SRE Lead, with direct, hands-on ownership of production issues - not purely a management role.- Cloud & Infrastructure : Strong hands-on expertise across AKS, App Gateway (WAF_v2), Private Endpoints, Traffic Manager, and Azure resource management at an architectural level.- Data Layer : Solid troubleshooting depth in PostgreSQL and Redis, including performance and scaling issues.- Serverless / AI Pipeline : Experience with Azure Function Apps (EP1) and data ingestion into vector databases.- DevOps & Release : Strong background in Azure DevOps, CI/CD pipelines, ACR (Premium), and production release governance.- Application Stack : Working fluency across React, .NET, and Python (Gen AI) services to lead root cause investigations, not just delegate them.- Leadership : Demonstrated experience managing or leading a 24x7 / shift-based support team, including scheduling and escalation ownership.- Problem-Solving : A proven, specific track record of personally resolving hard, customer-specific or one-off issues - this matters more than any https://jobeax.com/link/WInaGZeFfQVijsQi Qualifications : - Experience leading support or forward-deployed teams for a SaaS or platform product with multiple customer-facing applications.- Experience in healthcare, clinic, or patient-facing platforms is a plus, not a requirement.- Azure or Kubernetes certifications are welcomed but are not a substitute for hands-on incident-resolution experience.- Experience setting up or maturing an on-call / 24x7 support function from the ground https://jobeax.com/link/CNiPDAC48S8Ru7xu Success Looks Like : - The 24x7 rotation runs smoothly with consistent SLA adherence and low unplanned escalation to engineering leadership.- Major incidents are resolved quickly, with clear communication and solid root cause analysis.- The team is capable of independently solving customer-specific issues, with the Lead only pulled in for the genuinely hard cases.- Clinic onboarding and chatbot integration friction decreases over time due to process and technical improvements. (ref:hirist.tech)