About the role
We are looking for an experienced DevOps Support Lead to drive the day-to-day DevOps operations and support activities across engineering teams. The role will be responsible for operational ticket management, troubleshooting, release management, developer support, production escalations, and on-call operations, while driving automation and continuous improvement.
Responsibilities:
- Lead day-to-day DevOps support operations, managing incidents, service requests, troubleshooting, and operational activities across teams.
- Act as the primary escalation point for DevOps, deployment, environment, and infrastructure-related issues.
- Own release management activities, including deployment coordination, readiness checks, production deployments, validation, and rollback coordination.
- Coordinate with Development, QA, and Infrastructure teams to ensure smooth and controlled releases.
- Manage the DevOps on-call roster, ensuring adequate coverage and timely response to production incidents.
- Lead critical incident troubleshooting and ensure timely resolution within defined SLAs.
- Drive Root Cause Analysis (RCA), problem management, and permanent remediation of recurring issues.
- Monitor and manage the DevOps support ticket backlog, SLA adherence, incident trends, and operational KPIs.
- Identify repetitive manual activities and drive automation, self-service capabilities, and process improvements.
- Maintain and improve operational SOPs, runbooks, knowledge bases, and support processes.
- Mentor DevOps support engineers, ensuring effective workload distribution, technical guidance, and accountability.
- Drive continuous improvements in platform reliability, developer experience, deployment efficiency, and operational excellence.
Requirements:
- 8+ years of experience in DevOps, SRE, Cloud Infrastructure, or Production Support.
- Strong experience in DevOps operations and enterprise application support.
- Hands-on experience with CI/CD tools such as Jenkins, GitHub Actions, GitLab CI, or equivalent.
- Strong understanding of AWS and cloud infrastructure.
- Good working knowledge of Docker and Kubernetes.
- Strong troubleshooting skills across Linux, networking, CI/CD pipelines, deployments, and cloud infrastructure.
- Experience in release management and production support.
- Familiarity with monitoring and observability tools such as Prometheus, Grafana, ELK/Loki, or OpenTelemetry.
- Experience managing on-call operations, production incidents, and escalations.
- Strong understanding of incident, problem, change, and service request management.