Senior Support Lead

Job Summary

The Support Lead will own operational readiness, stabilisation, and steady-state support for the upgraded landscape. The project material explicitly calls out a managed services operating model with 24x7 operations, monitoring, support, incident/problem/change management, performance tuning and job optimisation.

Key Responsibilities

• Lead hypercare and transition to managed support after go-live.

• Own support processes for incident, problem, change, and service request handling.

• Monitor batch/job execution, scheduler adherence, failures, SLA achievement, and trend analysis.

• Coordinate RCA, proactive fixes, and service improvement actions.

• Ensure run-books, operational dashboards, escalation matrices, and support documentation are complete.

• Work with business stakeholders and technical teams to handle production issues and enhancement demand.

Skill Requirements

• Strong production support / managed services experience in ETL or data platforms.

• Experience with incident management, SLA/KPI governance, and operational reporting.

• Good knowledge of job monitoring, scheduler support, and batch operations

Other Requirements

• Experience supporting Data Stage environments and data-platform operations.

• Exposure to 24x7 support models and service transition.