About the Company
At Nuaav, you will lead mission-critical production support operations for enterprise retail platforms running in Azure. This role provides high visibility, cross-functional collaboration, and strategic influence over system stability and operational excellence.
About the Role
We are seeking a Support Manager to lead L2/L3 production support operations across enterprise retail platforms hosted in Azure. This role is responsible for overseeing incident management, escalation processes, service reliability, and continuous improvement of production support frameworks. The Support Manager will coordinate cross-regional teams (Colombia and India), ensure SLA adherence, and act as the primary escalation point for complex L3/L4 issues. The ideal candidate has strong experience in production support environments, team leadership, and enterprise-level incident governance.
Responsibilities
- Lead L2/L3 support teams across multiple regions.
- Oversee production of incident management and escalation handling.
- Act as a primary point of contact for high-severity (P1/P2) issues.
- Coordinate L3/L4 technical support across Engineering and Infra teams.
- Ensure SLA compliance and performance tracking.
- Implement continuous improvement processes to reduce recurring incidents.
- Drive root cause analysis (RCA) and post-mortem documentation.
- Manage on-call rotations and support coverage models.
- Provide reporting and service metrics to leadership and stakeholders.
Qualifications
- 8+ years of experience in Production Support or Application Support roles.
- Proven experience managing L2/L3 support teams.
- Stakeholder management.
- KPI / Metrics driven approach.
- Strong ownership.
- Experience handling L3/L4 escalation management.
- Advanced English communication skills both in writing and verbal.
- JIRA as tool to document knowledge and customer communication.
- Cross functional communication.
- Customer obsession.
Required Skills
- Strong leadership and crisis management skills.
- Excellent stakeholder communication.
- High accountability and ownership mindset.
- Structured and calm under pressure.
- Continuous improvement orientation.
Preferred Skills
- Retail industry experience.
- Experience supporting distributed or global teams.
- Familiarity with monitoring and observability tools.
- Experience with DevOps-aligned support models.
- Solid knowledge of incident management frameworks (ITIL preferred).
- Understanding of Azure-based enterprise environments.
Pay range and compensation package –Budget – 10-12L
Equal Opportunity Statement –We are committed to diversity and inclusivity.
Share your resume on amrutha.s@nuaav.com with your brief and details!!
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