Job Summary:
We are looking for a Platform Support Lead to oversee the support and maintenance of critical business platforms, ensuring high availability, performance, and reliability. The ideal candidate should have strong technical expertise, leadership skills, and experience in managing support teams to deliver seamless platform operations.
Key Responsibilities:
- Lead and manage the platform support team, ensuring timely resolution of incidents, service requests, and escalations.
- Monitor platform performance, availability, and security, implementing proactive measures to minimize downtime.
- Act as the primary point of contact for critical platform issues and coordinate with cross-functional teams for resolution.
- Define and enforce support processes, SLAs, and documentation standards .
- Collaborate with engineering, infrastructure, and product teams to implement fixes and enhancements.
- Manage root cause analysis (RCA) for recurring issues and drive continuous improvement initiatives.
- Ensure proper change management and adherence to ITIL or similar support frameworks.
- Prepare regular reports on platform health, incidents, and performance metrics for stakeholders.
