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.

What you'll 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 before escalating onshore.

- Cross-Regional Shift Synchronization : Lead end-of-shift and start-of-shift handover ceremonies with Sydney hubs.

- On-Call & Incident Management : Participate in an on-call rotation to supervise critical alerts, perform pre-trade retail health checks, and execute emergency runbooks.

- Talent Development & Capability Velocity : Line-manage 19 support engineers, driving performance reviews and guiding Associate Support Engineers through structured cross-domain rotations.

- Frontline Risk & Optimization Logging : Identify recurring incident themes and queue stagnation bottlenecks, proactively collaborating with Automation and Analytics teams.

What you'll bring :

- 6+ years of application support management experience, preferably in retail/eCommerce.

- 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.

- Demonstrated track record building, governing, and sustaining 24/7 shift rotations.

- Outstanding communication skills for cross-border collaboration.

What you'll 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.