Technical Support Lead - IT Operations

Responsibilities :

- Lead evening support operations for the platform, ensuring coverage with overlap to US/Europe teams.

- Manage and mentor support engineers, providing guidance on incident handling, triage, and escalation.

- Oversee monitoring, alerting, and change validation processes during the shift.

- Coordinate cross-functional handoffs with engineering and product teams.

- Drive continuous improvement in support workflows, documentation, and incident response SLAs.

- Prepare and deliver shift reports highlighting key incidents, root causes, and preventive actions.

Requirements :

- 3+ years in technical support / SRE / operations, with good communication skills.

- Strong knowledge of cloud infrastructure (AWS/GCP/Azure) and Kubernetes.

1. K8S, helm charts, experience with AWS or GCP.

- Hands-on experience with monitoring, logging, and incident management tools.

- Excellent problem-solving, communication, and leadership skills.

- Ability to work evening shifts from India, ensuring overlap with global teams.