Senior Support Lead - IT Operations

Job Summary

Planning of software releases from non-production through production

Own end to end Infrastructure release planning and execution (Infra specific)

Coordinate releases across Network, Operating System, Database & Middleware teams (Infra specific)

Prepare and maintain Release Calendar:

Ensure Release readiness, including change creation, impact analysis, CAB approval

Manage Conflict check with other planned releases

Prepare detailed deployment plan including rollback and contingency plans

Coordinate deployment with multiple teams during the release window

Communicate release status to the stakeholders

Lead Go/No-Go decisions and post release statuses Drive retrospection meeting to document lessons learnt

Key Responsibilities

Experience in tools like Service Now, XL-Release/Deploy

Strong project management and customer handling skills

Experience in change/incident management

Skill Requirements

1. In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.

2. Strong Understanding Of Customer Service Principles And Practices.

3. Proficiency In Root Cause Analysis Techniques And Tools.

4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.

5. Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Other Requirements

1. Itil Foundation Certification Is Preferred But Not Mandatory.

2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.