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Job Summary

• The E-Business Channels Support Lead oversees the support and operational stability of digital business channels (web, mobile, API/partner integrations). This role ensures service reliability, prompt issue resolution, proactive monitoring, and effective stakeholder communication. The Support Lead will also mentor the team, manage access to business-critical systems (including databases), and drive process improvements to enhance customer experience and operational efficiency.

Job Details

Operational Leadership 

• Own the availability, performance, and operational resilience of all e-business channels. 
• Serve as the primary escalation point for high-severity incidents and cross-channel outages. 
• Ensure adherence to SLAs, OLAs, and incident response standards. Lead incident command during major outages, coordinating DevOps, Engineering, Product, and Business teams. 
• Oversee controlled access to production systems, cloud platforms, admin portals, and databases in line with governance policies. 

DevOps & Cloud Oversight 

• Provide technical oversight of AWS and/or Azure environments supporting digital channels.
•  Review monitoring, logging, and alerting configurations to ensure proactive detection of issues. 
• Partner with DevOps and Engineering teams on release readiness, deployment strategies, and rollback plans. 
• Validate cloud operational procedures executed by the Support Officer.

 Automation & Continuous Improvement

•  Drive an automation-first support strategy, reducing manual interventions and repeat incidents. 
• Review recurring incidents and approve automation or configuration-based solutions. 
• Champion the enhancement of admin portals, dashboards, and operational tooling to enable faster resolution and self-healing. 
• Translate support insights into structured improvement initiatives and backlog items. 
• Track and report measurable benefits from automation (e.g., MTTR reduction, incident volume reduction). 

Team Leadership & Capability Development 

• Lead, mentor, and develop all members of the team. 
• Define clear runbooks, playbooks, and escalation procedures. 
• Set performance objectives aligned with reliability, automation, and service excellence. 
• Build a culture of accountability, learning, and continuous improvement.

 Stakeholder & Partner Engagement 

• Act as the interface between Technology, Business Units, and external API partners. 
• Provide clear communication on incidents, risks, and service performance to senior stakeholders. 
• Support partner onboarding, operational readiness, and issue resolution.

Requirements

• Strong SQL skills with experience querying complex databases for transaction support and analysis. 
• Hands-on experience with support tools (ticketing systems like Jira, Managed Engine), monitoring platforms (New Relic, Sentry, CloudWatch, ArgoCD, Graylog), and API management. 
• Excellent understanding of web and mobile application architecture
• Experience with RESTful APIs and troubleshooting partner integrations
• Ability to interpret logs, trace requests, debug problems, and explain technical issues to non-technical stakeholders. 
• Leadership or mentoring experience; ability to prioritize tasks across multiple channels. 
• Strong communication, problem solving, customer service orientation, and decisionmaking skills. 
• Familiarity with security best practices, data access governance, and compliance standards (e.g., ISO27001, NDPR). 
• Experience in incident management frameworks (ITIL). 
•  Knowledge of cloud platforms (AWS, Azure) and serverless or containerized environments (Kubernetes, Docker). 
• Innovation & Automation Leadership Expectations 
• Ability to think beyond incident resolution and design operational improvements. 
• Strong appreciation of how admin portals, configuration tools, and workflows can eliminate support bottlenecks. 
• Capability to challenge existing processes and recommend smarter, scalable alternatives. 
• Experience working with product and engineering teams to deliver automation outcomes. 
• Comfort translating operational pain points into structured solutions and business value.

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