Operations Support Team Lead - Customer Experience

As a lead Systems Support Engineer you will play a critical role in guaranteeing the operational efficiency, stability and availability of intricate application systems. Beyond individual contributions, you will lead the team to achieve operational success while enhancing proficiency in incident management and DevOps. You will engage directly with clients, bringing a client-facing perspective to problem-solving. A strategic viewpoint will play a key role in formulating and delivering inventive solutions that leave a lasting impact on both the team and our clients. JOB RESPONSIBILITIES * You will understand complex application systems and find your way through them to debug a business impacting issue. * You will use your skills in incident management processes and tools, application monitoring metrics and tooling to generate reports and take corrective actions. * You will leverage your knowledge regarding different logging techniques (various levels) and use them for alerting, monitoring and identifying the root cause of incidents. * You will follow standards and best practices to bring operational efficiencies, stability and availability of the system. * You will lead the planning and execution of system upgrades, migrations and maintenance activities, minimizing downtime and disruption to operations. * You will use continuous delivery practices to evolve and support high-quality software, and bring value to end customers as early as possible while working in collaborative, value-driven teams to build innovative customer experiences for our clients. * You will efficiently use DevOps tools and practices to deploy and run software. * You will act as a mentor for less-experienced peers through both your technical knowledge and leadership skills. * You will apply the latest technology thinking from our Technology Radar [https://www.thoughtworks.com/radar] to solve client problems. JOB QUALIFICATIONS TECHNICAL SKILLS * You have experience working in languages such as Java and front end React framework * You have a good understanding of cloud platforms such as AWS, Azure or GCP. * You have experience working with application monitoring tools such as DataDog, Prometheus or Grafana, understand the different metrics that go with it and are able to generate reports and take corrective actions. * You have experience working with a relational or non-relational database. * You have experience working with CI/CD tools like Jenkins, Github, Actions, Buildkite or Azure pipelines. * You must possess strong debugging and triaging skills to troubleshoot code effectively. * You have the ability to ensure that the deliverables, namely bug fixes and enhancements to the existing codebase, are high-quality and well-tested. * You can conduct system performance analysis, identify bottlenecks and implement optimization strategies to enhance system efficiency. * You can do predictive analysis and come up with proactive identification of issues working with development teams. * You have a high-level understanding of various architectures such as monolithic, N-tier, layered, microservices and serverless. PROFESSIONAL SKILLS * You enjoy influencing others and always advocate for technical excellence while being open to change, when needed. * You have good communication and articulation skills. * You have a presence in the external tech community and willingly share your expertise with others via speaking engagements, contributions to open source, blogs and more. * You are resilient in ambiguous situations and can approach challenges from multiple perspectives. * You can influence clients as, and when, required on various processes including incident management, support levels, scope of work, etc. and are able to communicate with detail to justify such changes. * You advocate for and implement cloud best practices in the areas of resource optimization, monitoring and alerting . * You advocate for security best practices and implementation of the same. * You are comfortable with Agile methods, such as Scrum or Kanban. * You are willing to be part of a rotation- and need-based 24x7 available team and are able to handle multiple engagement. OTHER THINGS TO KNOW LEARNING & DEVELOPMENT There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys. ABOUT THOUGHTWORKS Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary. #LI-Remote See here our AI policy. [https://www.thoughtworks.com/careers/ai-policy-for-recruitment]

ABOUT FLEXPORT:  At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.  The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us. ABOUT THE ROLE We’re looking for an experienced HR Generalist, based in Mumbai, to own the full employee lifecycle and people programs across India and the Subcontinent. This is a true generalist role: you’ll run recruiting end to end, manage onboarding through offboarding, and drive the HR operations, compliance, and employee-experience work that keeps our teams thriving. You’ll be the local face of the APAC People team, making sure our ambitious growth is supported by a robust and effective people strategy. We’re building a People function that works smarter with AI, so you’ll be encouraged to use modern AI-powered tools to automate manual work, sharpen sourcing, and free up more time for the human side of HR. WHAT YOU’LL DO * Own full-cycle recruiting for a range of roles across departments—building search strategies, sourcing active and passive candidates, screening, interviewing, and guiding candidates through hiring and onboarding. * Track sourcing data to focus effort on the channels with the highest ROI, and partner closely with hiring managers to attract, assess, and close top talent. * Drive proactive recruiting initiatives and help build the Flexport employer brand across the region. * Communicate candidate pipelines, funnel metrics, and performance data clearly and regularly to internal stakeholders. * Serve as the local representative of the APAC People team, enhancing employee experience across the full lifecycle from onboarding to offboarding. * Lead local HR operations including data management, employee support, reporting and analytics, process improvement, payroll support, and policy development. * Maintain accurate HRIS data in Workday, run audits, and resolve employee tickets. * Leverage AI-powered tools to automate repetitive HR tasks, source and screen candidates faster, and surface insights from people data. * Act as the local expert on HR policy and ensure HR compliance across the region. * Take on additional projects from the global and regional People leadership team as needed. WHAT YOU’LL BRING * A BA/BS degree and 6+ years of experience, including full-cycle recruiting at a search firm or fast-growing company. * A strong track record of processing a wide range of HR transactions and a solid understanding of HR best practices across the APAC region. * Proven ability to build rapport with hiring managers and cross-functional partners at all levels. * A creative approach to finding great people, with the ability to build candidate networks and channel connections. * A drive for results—you see processes through end to end and are motivated by data and metrics. * Humility: no task is too big or too small. * Excellent organizational skills and strong attention to detail. * Hands-on experience with Workday (HCM, recruiting, or reporting) is strongly preferred. * Comfort adopting AI-powered HR and recruiting tools, with curiosity about how AI can make people processes faster and better. COMMITMENT TO EQUAL OPPORTUNITY At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law. GLOBAL DATA PRIVACY NOTICE FOR JOB CANDIDATES AND APPLICANTS Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. By submitting your application, you are agreeing to our use and processing of your data as required. Please see our Privacy Notice available at www.flexport.com/privacy [http://www.flexport.com/privacy] for additional information.