Role Summary :

We are looking for an experienced DevOps Support Lead to drive the day-to-day DevOps operations and support activities across engineering teams.

The role will be responsible for operational ticket management, troubleshooting, release management, developer support, production escalations, and on-call operations, while driving automation and continuous improvement.

Key Responsibilities :

- Lead day-to-day DevOps support operations, managing incidents, service requests, troubleshooting, and operational activities across teams.

- Act as the primary escalation point for DevOps, deployment, environment, and infrastructure-related issues.

- Own release management activities, including deployment coordination, readiness checks, production deployments, validation, and rollback coordination.

- Coordinate with Development, QA, and Infrastructure teams to ensure smooth and controlled releases.

- Manage the DevOps on-call roster, ensuring adequate coverage and timely response to production incidents.

- Lead critical incident troubleshooting and ensure timely resolution within defined SLAs.

- Drive Root Cause Analysis (RCA), problem management, and permanent remediation of recurring issues.

- Monitor and manage the DevOps support ticket backlog, SLA adherence, incident trends, and operational KPIs.

- Identify repetitive manual activities and drive automation, self-service capabilities, and process improvements.

- Maintain and improve operational SOPs, runbooks, knowledge bases, and support processes.

- Mentor DevOps support engineers, ensuring effective workload distribution, technical guidance, and accountability.

- Drive continuous improvements in platform reliability, developer experience, deployment efficiency, and operational excellence.

Must-Have Skills :

- 8+ years of experience in DevOps, SRE, Cloud Infrastructure, or Production Support.

- Strong experience in DevOps operations and enterprise application support.

- Hands-on experience with CI/CD tools such as Jenkins, GitHub Actions, GitLab CI, or equivalent.

- Strong understanding of AWS and cloud infrastructure.

- Good working knowledge of Docker and Kubernetes.

- Strong troubleshooting skills across Linux, networking, CI/CD pipelines, deployments, and cloud infrastructure.

- Experience in release management and production support.

- Familiarity with monitoring and observability tools such as Prometheus, Grafana, ELK/Loki, or OpenTelemetry.

- Experience managing on-call operations, production incidents, and escalations.

- Strong understanding of Incident, Problem, Change, and Service Request Management.