Team Lead Product Support (L2)

Position Overview
Join our Product Support team as Team Lead Product Support, based in Chandigarh. This is a hands-on leadership role at the heart of our operational excellence, where you'll lead a team of skilled engineers in supporting and maintaining business-critical systems.

You'll help shape a high-performing, collaborative team culture and play a key role in driving improvements that benefit both our internal stakeholders and external clients. If you're passionate about problem solving, mentoring others, and delivering best-in-class support services, we'd love to hear from you.

Role Responsibilities

• Lead and manage a high-performing Product Support team, fostering a culture of accountability, collaboration, and continuous improvement.
• Provide hands-on support for complex production issues, using your technical skills to troubleshoot and resolve incidents quickly and effectively.
• Oversee and enhance the automation of business checks and the development of monitoring tools in collaboration with DevOps and engineering teams.
• Partner with global stakeholders and senior management to align support operations with product and business strategies.
• Develop and maintain technical tools, including SQL scripts, to support issue resolution and system stability.
• Act as a point of escalation for critical incidents, ensuring timely and effective communication with clients and internal teams.
• Coach and mentor team members, supporting career development and ensuring knowledge sharing across the team.
• Promote and uphold high standards in incident management, root cause analysis, and service improvement initiatives.
• Support Agile best practices within the team, championing process refinement and efficiency.
• Work with other teams in collaboration like the development team on bugs prioritization. Working with devops for deployments and post deployment activities. Working with BA for new implementation understanding and being ready to resolve tickets for new logic.

Required Skills

• Demonstrates strong leadership experience in managing and growing technical teams.
• Must have skills: Shows advanced knowledge of SQL and Unix, with hands-on experience solving complex technical issues in production environments.
• Possesses a solid understanding of scripting and automation using Python.
• Demonstrates experience supporting distributed systems including microservices, MQ, and Kafka.
• Communicates effectively with both technical teams and business stakeholders, including global clients.
• Applies good judgement in incident management and prioritization under pressure.
• Exhibits experience with Agile methodologies and continuous process improvement.
• Demonstrates mentoring capabilities, fostering knowledge sharing, and team development.
• Available to work on a shift rota basis to ensure the team is available outside of US EST for typical working hours.
• Good to have: Java and SQL basics, (ability to understand core java code)

Role Location and Benefits

• Hybrid Working: Enjoy the flexibility of working remotely each week
• Variable Pay: Annual performance related variable pay award to reward your performance and contributions to the company's success.
• Generous Vacation Days Per Year: Take advantage of paid vacation days annually, plus public bank holidays.
• Family Health Insurance Coverage: Comprehensive health insurance coverage for you and your dependents available from your first day.
• Personal Accidental Injury Insurance: Feel secure with personal accidental injury insurance provided from the start of your employment.
• Annual Team Building Retreat: Participate in an annual team-building retreat at a new and exciting location each year.