Operation Support Lead
First seen by Alion on Nov 6, 2026.
Operation Support Lead
Lead the centralized India Digital Support team of 6 engineers, overseeing frontline and mid-tier application support across eCommerce domains (Plan & Shop, Loyalty and Fulfillment), including daily queue management, 24/7 follow-the-sun rosters, incident triage, on-call operations and seamless handovers with Sydney teams.
What you'll do:
- Queue Health & Roster Management: Direct daily queue throughput, shift rotations, and dynamic resourcing to maintain 24/7 operational coverage and eliminate SLA breaches across all digital storefront queues.
- Technical Triage & Diagnostic Escalation: Oversee initial incident triage, runbook execution, and produce rigorously packaged technical handover logs before escalating onshore.
- Cross-Regional Shift Synchronization: Lead end-of-shift and start-of-shift handover ceremonies with Sydney hubs.
- On-Call & Incident Management: Participate in an on-call rotation to supervise critical alerts, perform pre-trade retail health checks, and execute emergency runbooks.
- Talent Development & Capability Velocity: Line-manage 19 support engineers, driving performance reviews and guiding Associate Support Engineers through structured cross-domain rotations.
- Frontline Risk & Optimization Logging: Identify recurring incident themes and queue stagnation bottlenecks, proactively collaborating with Automation and Analytics teams.
What you'll bring:
- 6+ years of application support management experience, preferably in retail/eCommerce.
- Strong ITIL-based Incident, Service Request and Problem Management expertise.
- Operational knowledge of GCP, Azure, Kubernetes (GKE/AKS), and observability tools such as Dynatrace, Datadog, Grafana and Splunk.
- Demonstrated track record building, governing, and sustaining 24/7 shift rotations.
- Outstanding communication skills for cross-border collaboration.
What you'll experience:
- Be a part of Australia's largest retailer.
- Constant mentoring and training provided.
- Generous performance based bonus.
- 20 days annual leave.
- A flexible approach to work.
- Premium insurance coverage for you and your dependants.
Skills
Applications Support, Production Support, ITIL, Incident Management, ServiceNow, DynaTrace, Datadog, Splunk, Grafana, Cloud, Problem Management