Senior Support Lead

Experience: Not Available to Not Available years

Location: Sholinganallur, India

Skills: ServiceNow, XL-Release, XL-Deploy, project management, customer handling, change management, incident management

Job Summary
Planning of software releases from nonproduction through production
Own end to end Infrastructure release planning and execution (Infra specific)
Coordinate releases across Network, Operating System, Database & Middleware teams (Infra specific)
Prepare and maintain Release Calendar
Ensure Release readiness, including change creation, impact analysis, CAB approval
Manage Conflict check with other planned releases
Prepare detailed deployment plan including rollback and contingency plans
Coordinate deployment with multiple teams during the release window
Communicate release status to the stakeholders
Lead Go/No-Go decisions and post release statuses
Drive retrospection meeting to document lessons learnt

Preferred Skills and Experience
Experience in tools like ServiceNow, XL-Release/Deploy




Robust project management and customer handling skills
Experience in change/incident management

Key Responsibilities
1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.
Skill Requirements
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Other Requirements
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