Support Lead

- 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 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.