{"id":3862710,"url":"https://alion.io/job/woolworths-supermarkets-operation-support-lead","title":"Operation Support Lead","company":{"id":7511,"name":"Woolworths Supermarkets","domain":"woolworths.com.au","url":"https://alion.io/company/woolworths-supermarkets","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","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":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Azure 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with Sydney teams.\n\nWhat you'll do:\n\n- 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.\n\n- Technical Triage & Diagnostic Escalation: Oversee initial incident triage, runbook execution, and produce rigorously packaged technical handover logs before escalating onshore.\n\n- Cross-Regional Shift Synchronization: Lead end-of-shift and start-of-shift handover ceremonies with Sydney hubs.\n\n- On-Call & Incident Management: Participate in an on-call rotation to supervise critical alerts, perform pre-trade retail health checks, and execute emergency runbooks.\n\n- Talent Development & Capability Velocity: Line-manage 19 support engineers, driving performance reviews and guiding Associate Support Engineers through structured cross-domain rotations.\n\n- Frontline Risk & Optimization Logging: Identify recurring incident themes and queue stagnation bottlenecks, proactively collaborating with Automation and Analytics teams.\n\nWhat you'll bring:\n\n- 6+ years of application support management experience, preferably in retail/eCommerce.\n\n- Strong ITIL-based Incident, Service Request and Problem Management expertise.\n\n- Operational knowledge of GCP, Azure, Kubernetes (GKE/AKS), and observability tools such as Dynatrace, Datadog, Grafana and Splunk.\n\n- Demonstrated track record building, governing, and sustaining 24/7 shift rotations.\n\n- Outstanding communication skills for cross-border collaboration.\n\nWhat you'll experience:\n\n- Be a part of Australia's largest retailer.\n\n- Constant mentoring and training provided.\n\n- Generous performance based bonus.\n\n- 20 days annual leave.\n\n- A flexible approach to work.\n\n- Premium insurance coverage for you and your dependants.\n\nSkills\nApplications Support, Production Support, ITIL, Incident Management, ServiceNow, DynaTrace, Datadog, Splunk, Grafana, 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