Devops operations manager

• Our client is a next-generation SaaS platform.
• It is designed to help enterprise customers monitor, secure, and optimize their digital ecosystems.
• The company is currently expanding globally.
• As part of its expansion, it is building a new 24x7 support organization.
• The company's goal is to ensure its mission-critical customer environments remain always-on, secure, and optimized.

• This is a hands-on leadership role responsible for establishing and managing the company's global 24x7 support operations.
• The Support Team Lead will actively participate in technical troubleshooting, handle escalations, and develop new support processes.
• Key responsibilities include overseeing P3 (service feature issues) and P4 (general questions) support cases while ensuring SLA compliance.
• The role involves technical troubleshooting across all observability layers (logs, metrics, traces, APM, SIEM) and creating runbooks or knowledge base articles.
• This position has a mandatory requirement for fluency in English. Mandarin would be extremely good to have.

• This is a new, small, but growing support team that the Support Team Lead will help build.
• The team leader (this role) will be responsible for hiring, onboarding, coaching, and mentoring new support engineers.
• The team is being built to have a strong, customer-centric culture that focuses on providing value and empathy, not just surface-level answers.
• Engineers on this team will be trained to anticipate customer needs and proactively share best practices and recommendations.
• The role offers a clear career growth path to a Regional or Global Support Manager position as the team scales.

• experience

• skills

• qualifications

• education

Bachelor Degree

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