About ZEISS VisioGen

ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.

Role Overview

We are looking for a Support Lead to build, manage, and be the ultimate escalation point for a 24x7 operations support team covering the Visiogen platform — HiApp (Human Intelligence App), our primary and most business-critical application, serving as the core platform Optometrists (ODs) use to monitor and respond to patient conversations across multiple clinics; Customer Portal; Operations Portal; and clinic chatbot integrations — all running on Zeiss's Azure infrastructure. This is a hands-on leadership role: you will manage a team of engineers across shifts, but you are also expected to personally step in and solve the issue when the team is stuck. You are the technical backstop as much as the people manager.





Key Responsibilities

Team Leadership & Shift Management
• Build, staff, and manage a 24x7 rotational schedule across a team in active rotation
• Ensure backup engineers remain current on the platform and cycle into the active rotation periodically, so coverage never depends on a single point of failure
• Mentor and upskill the team on HiApp, Customer Portal, Operations Portal, Azure infrastructure, and CI/CD processes
• Act as the final escalation point when the on-shift team cannot resolve an issue — personally driving it to resolution
• Own hiring, onboarding, and performance management for the support team

Incident & Escalation Ownership
• Own the incident management process end-to-end: severity classification (P1/P2/P3), coordination with engineering, and SLA adherence
• Lead major incident / outage bridges, making real-time judgment calls under pressure
• Drive post-incident root cause ana

📌 Support Lead (India)
🏢 ZEISS VisioGen
📍 India