Cloud Support

Lead Software Engineer

Key Responsibilities:

• Provide ongoing technical guidance and expertise in AWS and vendor-based products to resolve issues and optimize platform reliability.
• Oversee the assignment of operational tasks, shifting priorities to ensure timely completion and a balanced team workload.
• Lead daily standup meetings to surface blockers, align on priorities, and promote team accountability.

Stakeholder Engagement:

• Serve as a primary contact for AI leads and key business partners regarding current and upcoming support needs.
• Collaborate with project managers and business owners to facilitate in-house automation initiatives and cross-functional support.

Resource Management:

• Manage relationships and workloads for multiple external support resources, ensuring delivery against SLAs and operational targets.

Support Model and Knowledge Management:

• Design and implement support models tailored to platform and business requirements.
• Organize and deliver technical and operational knowledge sessions for internal teams and, where required, external audiences.

ServiceNow and Service Metrics:

• Monitor and improve ServiceNow dashboards and SLA compliance, providing actionable reporting and insights to stakeholders.
• Lead escalation resolution efforts, set operational priorities, and communicate impacts to relevant parties.

Recruitment and Team Development:

• Participate in recruitment, onboarding, and extension of support resources, collaborating with HR and vendor partners.

Requirements:

• A minimum of 5 years experience in support operations, technical support leadership, or platform delivery roles in enterprise environments.
• Strong technical proficiency in cloud infrastructure preferably AWS along with experience in vendor solutions and operational tooling such as ServiceNow.
• Proven expertise in workload planning, incident management, and SLA governance within a digital or AI delivery context.
• Strong stakeholder management skills with a demonstrated ability to bridge business, technical, and vendor interests.
• Experience in team leadership, including line management of both direct and outsourced resources across geographies.
• A mindset focused on operational process improvement, including the design and refinement of support models and reporting.
• Excellent communication skills in English, both written and verbal.
• Experience working within global, cross-functional teams is highly valued.

Qualifications:

• A bachelor’s degree in Engineering, Computer Science, Information Systems, or a related discipline is required.
• Certifications in IT Service Management (ITIL), AWS, or related operational frameworks are advantageous.
• Experience supporting AI products, automation initiatives, or enterprise SaaS environments is preferred.