Job Title

Job Description - Support LeadRole: Support LeadLocation: BangaloreDepartment: EngineeringExperience: 5-8 yearsAbout the RoleThis 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 & ResponsibilitiesKey responsibilities include, but are not limited to:● Own the end-to-end success of support services delivered.● Lead and manage multi-level support teams (L1–L4), 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 yearsof work experience in partner/customer service delivery● 4–5 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.