DevOps Operations Manager

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Our client is a next-generation SaaS platform. It is designed to help enterprise customers monitor, secure, and optimize their digital ecosystems. The company is currently expanding globally. As part of its expansion, it is building a new 24x7 support organization. The company's goal is to ensure its mission-critical customer environments remain always‑on, secure, and optimized.

About the Job

• This is a hands‑on leadership role responsible for establishing and managing the company's global 24x7 support operations.

The Support Team Lead will actively participate in technical troubleshooting, handle escalations, and develop new support processes.

Key responsibilities include overseeing P3 (service feature issues) and P4 (general questions) support cases while ensuring SLA compliance.

The role involves technical troubleshooting across all observability layers (logs, metrics, traces, APM, SIEM) and creating runbooks or knowledge base articles.

This position has a mandatory requirement for fluency in English . Mandarin would be extremely good to have.

About the Manager / Team

This is a new, small, but growing support team that the Support Team Lead will help build.

The team leader (this role) will be responsible for hiring, onboarding, coaching, and mentoring new support engineers.

The team is being built to have a strong, customer‑centric culture that focuses on providing value and empathy, not just surface‑level answers.

Engineers on this team will be trained to anticipate customer needs and proactively share best practices and recommendations.

The role offers a clear career growth path to a Regional or Global Support Manager position as the team scales.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Technology, Information and Internet and Technology, Information and Media

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