Job Description: Operation Support Lead
Reliability Engineering & Customer Operations (RECO)
Role Overview
The Operation Support Lead is a senior leader within the RECO team, responsible for overseeing Application Reliability Engineering (Tier 2), DevOps (Release & Deployment Excellence), and Azure Cloud Administration (Infrastructure & Platform Excellence). This role acts as the bridge between Bridgestone stakeholders, developers, and operations teams, driving operational excellence, process standardization, and governance. The Lead ensures seamless collaboration, continuous improvement, and alignment with Bridgestone Digital Solutions’ vision for scalability and resilience.
Key Responsibilities
Team Leadership & Stakeholder Management
- Lead and mentor cross-functional teams: Application Reliability Engineers, DevOps Engineers, and Azure Cloud Administrators.
- Serve as the primary liaison between Bridgestone stakeholders, developers, and operations teams, ensuring clear communication and alignment of priorities.
- Foster a culture of collaboration, accountability, and continuous learning across global, distributed teams.
- Assess and ensure cultural fit and long-term retention of team members.
Operational Excellence & Process Improvement
- Drive the implementation and continuous improvement of governance frameworks, process standardization, and operational best practices.
- Champion automation, proactive monitoring, and reliability engineering to move from reactive operations to scalable, proactive solutions.
- Oversee incident, problem, and change management processes in line with ITIL, CMMI, and ISO standards.
- Ensure compliance with security, audit, and regulatory requirements across all operational domains.
Service Delivery & Reliability
- Ensure high availability, performance, and reliability of enterprise applications and cloud infrastructure.
- Oversee end-to-end release management, CI/CD pipeline optimization, and infrastructure provisioning.
- Lead root cause analysis, incident response, and post-incident reviews, driving accountability for action items and continuous improvement.
- Monitor and report on key operational metrics (e.g., MTTR, system uptime, deployment frequency).
Strategic Initiatives & Governance
- Accountable for process improvements, standardization, and governance across RECO functions.
- Lead operational maturity initiatives, including automation, cost optimization, and resilience engineering.
- Prepare and present unified change requests and technical assessments to Change Advisory Boards (CAB).
- Align operational strategies with Bridgestone Digital Solutions’ vision for scalability, resilience, and innovation.
Profile Alignment
- Experience: Minimum 15 years in IT operations/support, with at least 10 years in relevant leadership roles managing cross-functional teams (Application Support, DevOps, Cloud Infrastructure).
- Certifications: ITIL (Mandatory); CMMI and ISO (Added advantage).
- Technical Skills: Deep understanding of ITIL, CI/CD, Azure Cloud, Infrastructure as Code (Terraform, ARM, Bicep), automation (PowerShell, Python), and enterprise application support.
- Leadership: Proven ability to implement governance frameworks, drive process improvements, and lead teams through operational transformation.
- Stakeholder Management: Strong communication, negotiation, and relationship-building skills across technical and business domains.
Cultural & Retention Fit
- Demonstrated ability to assess and nurture long-term commitment and adaptability within teams.
- Strategic mindset focused on evolving operations from reactive to proactive, scalable solutions.
- Commitment to diversity, equity, and inclusion, fostering a collaborative and innovative team environment.
Operational Maturity Goals
- Realize operational excellence through automation, standardization, and continuous improvement.
- Ensure alignment with Bridgestone Digital Solutions’ vision for scalable, resilient, and secure operations.
- Drive measurable improvements in service reliability, efficiency, and stakeholder satisfaction.
Preferred Qualifications
- Experience in global, matrixed organizations with distributed teams.
- Exposure to Site Reliability Engineering (SRE) principles and modern DevOps practices.
- Advanced certifications in Azure, DevOps, or cloud infrastructure management.
Your Growth Journey
This role is not just about managing day-to-day operations—it’s about shaping the future of reliability engineering at Bridgestone. The candidate will have opportunities to:
Drive Strategic Initiatives
- Lead operational maturity programs (automation, cost optimization, resilience engineering).
- Influence governance frameworks and reliability standards across global teams.
Implement Improvements & Innovation
- Introduce Site Reliability Engineering (SRE) principles, proactive monitoring, and automation.
- Optimize CI/CD pipelines and cloud infrastructure for zero-downtime deployments.
Learn & Expand Expertise
- Gain hands-on experience with cutting-edge technologies (Azure, Infrastructure as Code, DevOps tooling).
- Work on global-scale digital transformation projects impacting millions of customers.
Job Description: Operation Support Lead
Reliability Engineering & Customer Operations (RECO)
Role Overview
The Operation Support Lead is a senior leader within the RECO team, responsible for overseeing Application Reliability Engineering (Tier 2), DevOps (Release & Deployment Excellence), and Azure Cloud Administration (Infrastructure & Platform Excellence). This role acts as the bridge between Bridgestone stakeholders, developers, and operations teams, driving operational excellence, process standardization, and governance. The Lead ensures seamless collaboration, continuous improvement, and alignment with Bridgestone Digital Solutions’ vision for scalability and resilience.
Key Responsibilities
Team Leadership & Stakeholder Management
- Lead and mentor cross-functional teams: Application Reliability Engineers, DevOps Engineers, and Azure Cloud Administrators.
- Serve as the primary liaison between Bridgestone stakeholders, developers, and operations teams, ensuring clear communication and alignment of priorities.
- Foster a culture of collaboration, accountability, and continuous learning across global, distributed teams.
- Assess and ensure cultural fit and long-term retention of team members.
-
Operational Excellence & Process Improvement
- Drive the implementation and continuous improvement of governance frameworks, process standardization, and operational best practices.
- Champion automation, proactive monitoring, and reliability engineering to move from reactive operations to scalable, proactive solutions.
- Oversee incident, problem, and change management processes in line with ITIL, CMMI, and ISO standards.
- Ensure compliance with security, audit, and regulatory requirements across all operational domains.
-
Service Delivery & Reliability
- Ensure high availability, performance, and reliability of enterprise applications and cloud infrastructure.
- Oversee end-to-end release management, CI/CD pipeline optimization, and infrastructure provisioning.
- Lead root cause analysis, incident response, and post-incident reviews, driving accountability for action items and continuous improvement.
- Monitor and report on key operational metrics (e.g., MTTR, system uptime, deployment frequency).
-
Strategic Initiatives & Governance
- Accountable for process improvements, standardization, and governance across RECO functions.
- Lead operational maturity initiatives, including automation, cost optimization, and resilience engineering.
- Prepare and present unified change requests and technical assessments to Change Advisory Boards (CAB).
- Align operational strategies with Bridgestone Digital Solutions’ vision for scalability, resilience, and innovation.
-
Profile Alignment
- Experience: Minimum 15 years in IT operations/support, with at least 10 years in relevant leadership roles managing cross-functional teams (Application Support, DevOps, Cloud Infrastructure).
- Certifications: ITIL (Mandatory); CMMI and ISO (Added advantage).
- Technical Skills: Deep understanding of ITIL, CI/CD, Azure Cloud, Infrastructure as Code (Terraform, ARM, Bicep), automation (PowerShell, Python), and enterprise application support.
- Leadership: Proven ability to implement governance frameworks, drive process improvements, and lead teams through operational transformation.
- Stakeholder Management: Strong communication, negotiation, and relationship-building skills across technical and business domains.
-
Cultural & Retention Fit
- Demonstrated ability to assess and nurture long-term commitment and adaptability within teams.
- Strategic mindset focused on evolving operations from reactive to proactive, scalable solutions.
- Commitment to diversity, equity, and inclusion, fostering a collaborative and innovative team environment.
-
Operational Maturity Goals
- Realize operational excellence through automation, standardization, and continuous improvement.
- Ensure alignment with Bridgestone Digital Solutions’ vision for scalable, resilient, and secure operations.
- Drive measurable improvements in service reliability, efficiency, and stakeholder satisfaction.
-
Preferred Qualifications
- Experience in global, matrixed organizations with distributed teams.
- Exposure to Site Reliability Engineering (SRE) principles and modern DevOps practices.
- Advanced certifications in Azure, DevOps, or cloud infrastructure management.
-
Your Growth Journey
This role is not just about managing day-to-day operations—it’s about shaping the future of reliability engineering at Bridgestone. The candidate will have opportunities to:
Drive Strategic Initiatives
- Lead operational maturity programs (automation, cost optimization, resilience engineering).
- Influence governance frameworks and reliability standards across global teams.
-
Implement Improvements & Innovation
- Introduce Site Reliability Engineering (SRE) principles, proactive monitoring, and automation.
- Optimize CI/CD pipelines and cloud infrastructure for zero-downtime deployments.
-
Learn & Expand Expertise
- Gain hands-on experience with cutting-edge technologies (Azure, Infrastructure as Code, DevOps tooling).
- Work on global-scale digital transformation projects impacting millions of customers.
Roles and Responsibilities
