Lead Support

2 weeks ago

Mumbai, India Aditya Birla Health Insurance (ABHICL) Full time

Role Overview

The Lead Support for Stellar Production Operations will be responsible for managing and resolving production issues across the Stellar platform, which supports onboarding, lead management, campaign orchestration, and distributor engagement across multiple lines of business including Life Insurance, Mutual Funds, Health Insurance, and Housing Finance.

Key Responsibilities

  1. Issue Management & Resolution

  2. Monitor and triage production issues raised via WhatsApp, email, and ticketing systems (e.g., Freshdesk, Vymo).

  3. Prioritize and assign severity levels to issues (e.g., Sev 3, Sev 4) and ensure timely resolution

  4. Maintain dashboards and daily reports on open issues, resolutions, and escalations

  5. Platform Support & Troubleshooting

  6. Handle onboarding issues

  7. Resolve bugs /do impact analysis

  8. Coordinate with engineering and vendor teams for fixes and validations.

  9. Stakeholder Collaboration

  10. Work closely with Product Managers, Technical Support Engineers, and Business SPOCs to ensure smooth operations

  11. Participate in daily cadence calls with ZMs/HOS/CDO to report issue status and align on enhancements

  12. Documentation & Audit Readiness

  13. Maintain detailed logs of issue resolutions, root cause analyses, and platform updates.

  14. Ensure audit readiness by documenting workflows and maintaining compliance with internal standards

Skills & Qualifications

  • 5-8 years of experience in production support or technical operations, preferably in digital platforms.
  • Strong understanding of REST APIs, JSON, SFTP, and cloud platforms (AWS)
  • Familiarity with tools like JIRA, Confluence, and Freshdesk.
  • Excellent communication and stakeholder management skills.
  • Engineering degree preferred; certifications in ITIL or DevOps are a plus.

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