Application Support Operations, Manager
Autonomize AI (company site, opens in a new tab)5–8 yrsBengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted on 2 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage incident response and production support during US Pacific business hours, personally handling Sev-1 and Sev-2 incidents for mission-critical healthcare SaaS platforms.
- Own operational reporting, governance, and continuous improvement of runbooks, SOPs, and monitoring to ensure stability, availability, and reliability of production environments.
- Hire, mentor, and grow a Bengaluru-based L2/L3 support team; design and implement onshore/offshore handoff and escalate protocols, and provide executive reporting to US leadership.
Minimum Requirements
- 5–8 years experience in Application Support, Site Reliability, or Production Operations in enterprise or multi-tenant SaaS environments.
- At least 2 years experience leading L2/L3 engineers including hiring and performance management.
- Hands-on expertise with Kubernetes, CI/CD pipelines, Kafka, and observability tools such as Datadog, Grafana, ELK, or CloudWatch.
- Comfortable working US Pacific business hours from Bengaluru (~9:30 PM to 7:30 AM IST), with knowledge of HIPAA, PHI handling, and US healthcare compliance.
Ideal Candidate Profile
- Experienced in handling Tier-1 SaaS platforms with global customers, especially within near-shore / far-shore operational models.
- Strong technical troubleshooting skills across application, API, data pipeline, and cloud infrastructure layers, with a demonstrated ownership mindset driving issues to resolution.
- Proven ability to build and scale support teams and operations, including designing processes for incident management, release/change management, and executive communication to US-based leadership.