Operation Support LeadLead 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.- Solid 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. (ref:hirist.tech)

📌 Woolworths - Operation Support Lead - Retail/eCommerce Domain (Bengaluru)
🏢 WOOLWORTHS GROUP INTERNATIONAL INDIA PRIVATE
📍 Bengaluru