Operation Support Lead

Operation Support Lead

• Lead the centralized India Digital Support team of 6 engineers, overseeing frontline and mid-tier application support across eCommerce domains (Plan & Shop, Loyalty and Fulfillment), including daily queue management, 24/7 follow-the-sun rosters, incident triage, on-call operations and seamless handovers with Sydney teams.
• Requires 6+ years of application support management experience, preferably in retail/eCommerce, with strong ITIL-based Incident, Service Request and Problem Management expertise; operational knowledge of GCP, Azure, Kubernetes (GKE/AKS), and observability tools such as Dynatrace, Datadog, Grafana and Splunk, alongside SLA governance, incident escalation, cross-regional communication, people leadership and continuous improvement.

Woolworths Group India is partnering exclusively with Zinnov Group to recruit for this position.

About this role

The Operations Support Lead serves as the frontline operational commander for the centralized India Digital Support pillar. This role directs frontline and mid-tier application delivery across critical eCommerce portfolio vectors (Plan & Shop, Loyalty, and Fulfillment). Operating in lockstep with Sydney onshore teams, the lead governs daily queue execution, 24/7 follow-the-sun roster management, and technical triage workflows to ensure zero SLA breaches and seamless global handovers.

What youll do

• Queue Health & Roster Management: Direct daily queue throughput, shift rotations, and dynamic resourcing to maintain 24/7 operational coverage and eliminate SLA breaches across all digital storefront queues.
• Technical Triage & Diagnostic Escalation: Oversee initial incident triage, runbook execution, and produce rigorously packaged technical handover logs (including logs, traces, and diagnostic evidence) before escalating onshore.
• Cross-Regional Shift Synchronization: Lead end-of-shift and start-of-shift handover ceremonies with Sydney hubs, converting live queue states into concise status briefings for onshore stakeholders.
• On-Call & Incident Management: Participate in an on-call rotation to supervise critical alerts, perform pre-trade retail health checks, execute emergency runbooks, and escalate severe outages.
• Talent Development & Capability Velocity: Line-manage 19 support engineers, driving performance reviews and guiding Associate Support Engineers through structured cross-domain rotations into senior technical paths.
• Frontline Risk & Optimization Logging: Identify recurring incident themes and queue stagnation bottlenecks, proactively collaborating with Automation and Analytics teams to eliminate repetitive manual operational tasks.

What youll bring

• Support Governance & Scale: Minimum 6+ years of application support management experience leading large, shift-based, distributed operations in modern technology landscapes.
• Industry Background: Strong preference for retail technology, digital storefronts, or high-volume eCommerce environments supporting consumer-facing applications.
• ITSM & Process Rigor: Expert-level mastery of Incident Management, Service Requests, and Problem Management workflows within enterprise suites (Jira Service Management, ServiceNow) under ITIL frameworks.
• Cloud & Container Literacy: Practical operational familiarity with multi-cloud environments (Google Cloud Platform and Microsoft Azure) utilizing Kubernetes (GKE / AKS) for log tracing, pod diagnostic review, and initial failure analysis.
• Observability & Monitoring Tooling: Hands-on competency utilizing APM and distributed tracing platforms (Dynatrace, Datadog, Grafana, Splunk) to validate alert severities and triage application degradation.
• 24/7 Operations & Roster Governance: Demonstrated track record building, governing, and sustaining follow-the-sun or 24/7 shift rotations without operational coverage gaps.
• Disciplined Metric Orientation: Brings an urgency-driven, process-disciplined approach to SLA adherence, swift initial triage, and continuous queue health optimization.
• Cross-Border Communication: Outstanding communication skills capable of translating complex real-time incident states into crisp, actionable handover summaries for Sydney counterparts and leadership.
• Proactive Continuous Improvement: Instinctively seeks out root causes to eradicate operational noise and repetitive work rather than accepting permanent manual workarounds.
• Empathetic People Leadership: Committed to fostering a diverse, equitable, and growth-focused team culture that supports frontline career development and team retention.
• Composure Under Pressure: Calm, decisive demeanor during live production outages, pre-trade health checks, and high-stakes retail trade events.

What youll experience

• Be a part of Australia’s largest retailer
• Constant mentoring and training provided
• Generous performance based bonus
• 20 days annual leave
• A flexible approach to work
• Premium insurance coverage for you and your dependants

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

Your Personal Data

By submitting your application, you acknowledge and consent to Zinnov Management Consulting Private Limited and its subsidiaries (Zinnov) and/or Woolworths Group Limited and its subsidiaries (Woolworths Group) collecting, processing and disclosing your personal information, including any sensitive personal information provided by you, for the purposes of managing the recruitment process, assessing your suitability for employment, communicating with you regarding your application, and, where appropriate, considering you for future employment opportunities, to the extent relevant. If your application is successful, Zinnov and/ or Woolworths Group will also use your personal information, including sensitive personal information, for managing your ongoing working relationship.

Your personal information will be handled, in accordance with applicable privacy laws.

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