{"id":3082725,"url":"https://alion.io/job/aheadrace-support-lead","title":"Support Lead","company":{"id":1271,"name":"AheadRace","domain":"aheadrace.com","url":"https://alion.io/company/aheadrace","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":35},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"ITIL","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-22T12:35:00Z","employer_posted_date":null,"last_verified_at":"2026-10-22T12:35:00Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"The core responsibilities for the job include the following:\n\nTeam Leadership and People Management: \nLead, mentor, and manage a team of L1, L2, and L3 support engineers.\nDrive team performance through regular reviews, coaching, and skill development initiatives.\nPlan team capacity, shift schedules, resource allocation, and workload balancing.\nFoster a culture of accountability, collaboration, and customer-centricity.\nConduct performance evaluations and support career development planning.\n\nService Delivery and Support Operations: \nEnsure timely resolution of incidents, service requests, and escalations within agreed SLAs.\nOwn end-to-end support delivery for HRTech applications and platforms.\nMonitor support metrics, ticket queues, response times, and resolution effectiveness.\nManage critical incidents and coordinate cross-functional teams for rapid resolution.\nEstablish and maintain support governance frameworks and operational excellence.\n\nClient and Stakeholder Management: \nAct as the primary escalation point for key customers and internal stakeholders.\nBuild strong relationships with customers by ensuring high-quality support experiences.\nConduct regular service reviews and provide operational updates to stakeholders.\nDrive customer satisfaction through proactive communication and issue management.\n\nTechnical and Platform Support: \nProvide advanced troubleshooting support for application, database, and infrastructure-related issues.\nAnalyze recurring incidents and implement permanent corrective actions.\nSupport application deployments, upgrades, and production releases.\nLeverage SQL, cloud technologies, and monitoring tools to diagnose and resolve complex issues.\nCollaborate with Product, Engineering, DevOps, and QA teams to improve product stability.\n\nProcess Improvement and Governance: \nDrive adoption of ITIL-based support processes and best practices.\nDevelop and maintain SOPs, runbooks, knowledge repositories, and support documentation.\nIdentify automation opportunities to improve efficiency and reduce manual effort.\nMonitor service performance trends and implement continuous improvement initiatives.\nEnsure compliance with internal controls, audit requirements, and security standards.\n\nReporting and Analytics: \nTrack and report KPIs such as SLA adherence, MTTR, ticket backlog, customer satisfaction, and incident trends.\nPrepare management dashboards and executive summaries.\nProvide insights and recommendations to improve operational performance and customer experience.\n\nRequirements: \nBachelor's degree in computer science, information technology, engineering, or a related field.\n6+ years of experience in application/product support, with at least 2+ years of team management experience.\nStrong experience managing support operations in a SaaS, HRTech, ERP, or enterprise application environment.\nProven experience handling customer escalations and stakeholder management.\nStrong understanding of ITIL processes, including incident, problem, change, and service management.\nHands-on experience with SQL query writing, database troubleshooting, and log analysis.\nExperience working with cloud platforms such as AWS.\nStrong analytical, troubleshooting, and problem-solving 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