LA
Production Support Lead
Contract type
Ongoing
Work mode
Remote · India
Experience
Senior · 5+ years
Job description
Lead the Production Support function for Lyzr's agentic AI platform, owning P1/P2 incident command and managing a team of 3–6 Production Support Engineers within a global follow-the-sun model. The role reports to the Production Support Lead.
At a glance
- Employment
- Full-time
- Work mode
- Remote · India
What you'll do
- Own the full incident lifecycle — detection, triage, war-room coordination, resolution, and post-mortem — for P1/P2 issues across all production tenants
- Act as the primary escalation point for Production Support Engineers; make the call on severity reclassification and client communication timing
- Drive RCA completion within SLA windows and ensure corrective actions are tracked to closure in Jira/Confluence
- Maintain and continuously improve the P1 runbook library, escalation trees, and on-call rotation schedules
- Manage and mentor a team of 3–6 Production Support Engineers; run weekly 1:1s, set KPIs, and own the performance review cycle
- Build and optimise the shift rota for 24x7x365 follow-the-sun coverage across India, EU, and US time zones
- Define and track operational metrics: MTTR, SLA attainment by priority tier, re-open rate, and backlog aging
- Partner with Engineering and Platform teams to advocate for supportability improvements, observability tooling, and bug-fix prioritisation
- Serve as the named support contact for strategic accounts during critical incidents; provide executive-level written updates under pressure
- Review monthly SLA performance reports with client stakeholders; identify systemic patterns and propose proactive remediation
- Contribute to SLA definition in new SOWs, ensuring commitments are operationally deliverable
- Support the renewal and expansion process by demonstrating support maturity and service quality data
- Own the support toolchain: ticketing (Jira Service Management or equivalent), monitoring dashboards, alerting rules, and on-call tooling (PagerDuty / OpsGenie)
- Establish knowledge management practices — internal runbooks, known-error database, and a tiered FAQ — to reduce repeat escalations to Engineering
- Define and enforce severity classification criteria and ticket hygiene standards across the team
What we're looking for
- 5–8 years in production/application support; 2+ years in a lead or senior role
- Domain: SaaS / AI / ML platform support; ideally agentic or LLM-based systems
- Incident mgmt.: ITIL Foundation or equivalent; proven P1 incident commander
- Tooling: Jira SM, PagerDuty / OpsGenie, Datadog / Grafana, Confluence
- Leadership: Direct team management experience; mentoring junior engineers
- Communication: Executive-level written updates under high-pressure conditions
- Hands-on familiarity with cloud infrastructure (AWS / GCP / Azure) and container environments (Kubernetes, Docker)
- Ability to read logs, traces, and basic Python/SQL to independently diagnose issues before engaging Engineering
Nice to have
- Experience supporting multi-tenant SaaS at scale, or prior work with AI/ML pipelines in production
- Familiarity with enterprise client SLA frameworks — P1/P2/P3 tiering, OLA/UC structures
Your team
Professional Services - Service Practice
Production Support Engineers are the front line that keeps agentic AI workflows healthy; the role reports to the Production Support Lead within a global follow-the-sun support model.
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About Lyzr AI
's agentic AI platform powers intelligent, autonomous workflows for enterprise clients
Lyzr's agentic AI platform powers intelligent, autonomous workflows for enterprise clients.
Key facts
- Agentic AI platform for enterprise clients
- Global follow-the-sun support model across India, EU, and US time zones