Support Lead

Job Description - Support Lead

Role: Support Lead

Location: Bangalore

Department: Engineering

Experience: 5-8 years

About the Role

This role is responsible for leading and orchestrating end-to-end support operations for large-scale digital health systems, with a strong emphasis on platform stability, operational excellence, and stakeholder coordination. The role spans ownership of support delivery across production environments, incident management, and continuous improvement initiatives, while acting as a key interface between internal engineering teams, program teams, and external implementation partners.

We are looking for a Support Lead who combines strong operational and technical leadership with the ability to communicate clearly, manage partner stakeholders, and ensure high-quality support outcomes. The role requires comfort working in multi-stakeholder public-sector environments, the ability to influence teams without direct authority, and a solid understanding of digital platforms, support processes, and public health delivery contexts.

Key Roles & Responsibilities

Key responsibilities include, but are not limited to:

Own the end-to-end success of support services delivered.

Lead and manage multi-level support teams (L1L4), including task planning, prioritization, and performance oversight.

Oversee support operations, including issue resolution, escalation management, and SLA adherence.

Act as the primary point of coordination with external stakeholders, implementation partners, and internal teams.

Monitor overall support and platform health, proactively identifying risks and driving mitigation actions.

Work cross-functionally with program, product, and engineering teams to improve platform readiness and support outcomes.

Drive continuous improvement by identifying process gaps and strengthening support and delivery workflows.

Prepare retrospectives, insights, and closure reports and necessary artefacts.

Required Skills & Experience

5-8 years of experience working with SaaS or enterprise platforms with at least 2 years

of work experience in partner/customer service delivery

45 years of experience in application or technical support, including managing production systems or live implementations.

Familiarity with at least one project management tool, preferably open-source tools such as JIRA, Asana, Trello, Microsoft Project, etc. Additionally, experience with GIT, Gitbook, and similar tools is preferable. Proficiency in Excel is a plus.

Proven experience leading support or delivery teams and managing complex, multi-stakeholder environments.

Strong understanding of support operations, incident management, and escalation handling.

Excellent stakeholder management and communication skills, with the ability to work across functions and organizations.

Strong problem-solving mindset with the ability to assess risks, prioritize actions, and drive outcomes.

Good understanding of Python and data analysis.

Ability to motivate and generate results from the team.

Ability to work effectively with ambiguity, shifting priorities and multiple deadlines.

Preferred/Nice to Have

Experience working with digital public infrastructure, health systems, or large-scale government programs.

Familiarity with health campaign-based implementations and time-bound rollouts.

This role offers the opportunity to work on large-scale digital health initiatives and contribute directly to impactful public sector programs.