Support Lead

Job Description This is a remote position. Role: Support Lead (24x7 Operations Support) Location: India (Remote / Hybrid) Experience: 5-6 Years Employment Type: Third-Party Payroll About ZEISS VisioGen ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery. Role Overview We are looking for a Support Lead to build, manage, and be the ultimate escalation point for a 24x7 operations support team covering the Visiogen platform — HiApp (Human Intelligence App), our primary and most business-critical application, serving as the core platform Optometrists (ODs) use to monitor and respond to patient conversations across multiple clinics; Customer Portal; Operations Portal; and clinic chatbot integrations — all running on Zeiss's Azure infrastructure. This is a hands-on leadership role: you will manage a team of engineers across shifts, but you are also expected to personally step in and solve the issue when the team is stuck. You are the technical backstop as much as the people manager. WHAT MATTERS MOST This role is not certification-driven. We need someone with a proven history of personally solving hard, customer-specific production problems — the kind that don't have a documented fix — and who can lead a team to do the same. Certifications (Azure, Kubernetes, etc.) are welcomed as a bonus but are secondary to a demonstrable track record of hands-on resolution and forward-deployed engineering experience. Key Responsibilities Team Leadership & Shift Management Build, staff, and manage a 24x7 rotational schedule across a team in active rotation. Ensure backup engineers remain current on the platform and cycle into the active rotation periodically, so coverage never depends on a single point of failure. Mentor and upskill the team on HiApp, Customer Portal, Operations Portal, Azure infrastructure, and CI/CD processes Act as the final escalation point when the on-shift team cannot resolve an issue — personally driving it to resolution. Own hiring, onboarding, and performance management for the support team Incident & Escalation Ownership Own the incident management process end-to-end: severity classification (P1/P2/P3), coordination with engineering, and SLA adherence Lead major incident / outage bridges, making real-time judgment calls under pressure. Drive post-incident root cause analysis and ensure corrective actions are actually implemented, not just documented Communicate incident status and business impact clearly to engineering and business stakeholders Technical Oversight Maintain deep working knowledge across the full Azure stack: AKS, App Gateway (WAF_v2), PostgreSQL, Redis, Function App (EP1), ACR Premium, Log Analytics/App Insights, Key Vault, Private Endpoints, Storage, and Traffic Manager Oversee troubleshooting of React,.NET, and Python (Gen AI) service issues across HiApp and the Customer Portal Oversee the Function App-based data ingestion pipeline into the vector database, and troubleshoot failures in that pipeline. Review and validate production releases and deployments to prevent avoidable incidents Process & Continuous Improvement Establish and refine monitoring, alerting, and on-call processes to reduce time-to-detect and time-to-resolve Build and maintain runbook and knowledge base content from real incidents — while still expecting the team to solve novel problems beyond the runbook Partner with Operations and Customer Success teams on clinic onboarding, and remove recurring friction in onboarding or chatbot integration. Report on support metrics (SLA adherence, incident volume, MTTR, recurring issues) to leadership Requirements Required Skills & Experience Area What We're Looking For Experience Prior experience as a Forward Deployed Engineer, Technical Lead, or Support/SRE Lead, with direct, hands-on ownership of production issues — not purely a management role Cloud & Infrastructure Strong hands-on expertise across AKS, App Gateway (WAF_v2), Private Endpoints, Traffic Manager, and Azure resource manag