Production Support Lead

Professional Services -Service Practice Full-time · Remote (India / US / EU) Experience : 5-8 years About Lyzr 's agentic AI platform powers intelligent, autonomous workflows for enterprise clients. Production Support Engineers are the front line that keeps those workflows healthy — triaging incidents, resolving tickets, digging into logs, and escalating the right issues to the right teams before clients feel the pain. This role suits someone who thrives in a fast-paced technical environment, takes ownership seriously, and genuinely enjoys the detective work of diagnosing why something broke in production. You will work within a global follow-the-sun support model, reporting to the Production Support Lead. What you’ll do Incident command & escalation - Own the full incident lifecycle — detection, triage, war-room coordination, resolution, and post-mortem — for P1/P2 issues across all production tenants. - Act as the primary escalation point for Production Support Engineers; make the call on severity reclassification and client communication timing. - Drive RCA completion within SLA windows and ensure corrective actions are tracked to closure in Jira/Confluence. - Maintain and continuously improve the P1 runbook library, escalation trees, and on-call rotation schedules. Team leadership & operations - Manage and mentor a team of 3–6 Production Support Engineers; run weekly 1:1s, set KPIs, and own the performance review cycle. - Build and optimise the shift rota for 24x7x365 follow-the-sun coverage across India, EU, and US time zones. - Define and track operational metrics: MTTR, SLA attainment by priority tier, re-open rate, and backlog aging. - Partner with Engineering and Platform teams to advocate for supportability improvements, observability tooling, and bug-fix prioritisation. Client & commercial accountability - Serve as the named support contact for strategic accounts during critical incidents; provide executive-level written updates under pressure. - Review monthly SLA performance reports with client stakeholders; identify systemic patterns and propose proactive remediation. - Contribute to SLA definition in new SOWs, ensuring commitments are operationally deliverable. - Support the renewal and expansion process by demonstrating support maturity and service quality data. Process & tooling - Own the support toolchain: ticketing (Jira Service Management or equivalent), monitoring dashboards, alerting rules, and on-call tooling (PagerDuty / OpsGenie). - Establish knowledge management practices — internal runbooks, known-error database, and a tiered FAQ — to reduce repeat escalations to Engineering. - Define and enforce severity classification criteria and ticket hygiene standards across the team. What you bring - Experience : 5–8 years in production/application support; 2+ years in a lead or senior role - Domain: SaaS / AI / ML platform support; ideally agentic or LLM-based systems - Incident mgmt.: ITIL Foundation or equivalent; proven P1 incident commander - Tooling: Jira SM, PagerDuty / OpsGenie, Datadog / Grafana, Confluence - Leadership: Direct team management experience; mentoring junior engineers - Communication: Executive-level written updates under high-pressure conditions Additionally, you will have: - Hands-on familiarity with cloud infrastructure (AWS / GCP / Azure) and container environments (Kubernetes, Docker). - Ability to read logs, traces, and basic Python/SQL to independently diagnose issues before engaging Engineering. - Bonus: experience supporting multi-tenant SaaS at scale, or prior work with AI/ML pipelines in production. - Bonus: familiarity with enterprise client SLA frameworks — P1/P2/P3 tiering, OLA/UC structures. Originally posted on Himalayas