Operation Lead - Product Support - IT

- Managing project handovers from product and implementation teams

- Ensure KPI conformance - SLA Management

- Production Governance Management

- Regulate and implement a preventative mechanism to maintain the production environment

- Proactive health check of the live environments

- Able to manage workflows and setup projects in JIRA and Support Tool

- Managing knowledge base and ticket resolutions TAT

- Need to setup product feedback mechanism to reduce support flow

Requirement:

- Total-experience must be 7 to 9 years with 5 to 7 years of experience in Product Dev / DevOps

- Prior product operations experience would be preferred

- Up to 3 years of product support experience is a must

- Proactive in approach and strive to bring new ideas to the company

- Love to learn and demonstrate the ability to quickly and proficiently understand and absorb new information

- Know how to break down complex services challenges and keep the impact of the customer top of mind

- Willing to work in US shifts