
Lead Support
2 weeks ago
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
Issue Management & Resolution
Monitor and triage production issues raised via WhatsApp, email, and ticketing systems (e.g., Freshdesk, Vymo).
- Prioritize and assign severity levels to issues (e.g., Sev 3, Sev 4) and ensure timely resolution
Maintain dashboards and daily reports on open issues, resolutions, and escalations
Platform Support & Troubleshooting
Handle onboarding issues
- Resolve bugs /do impact analysis
Coordinate with engineering and vendor teams for fixes and validations.
Stakeholder Collaboration
Work closely with Product Managers, Technical Support Engineers, and Business SPOCs to ensure smooth operations
Participate in daily cadence calls with ZMs/HOS/CDO to report issue status and align on enhancements
Documentation & Audit Readiness
Maintain detailed logs of issue resolutions, root cause analyses, and platform updates.
- 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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