Production Support Lead

Professional Services -Service Practice Full-time · Remote (India / US / EU) Experience : 5-8 years About Lyzr 's agentic AI platform powers intelligent, autonomous workflows for enterprise clients. Production Support Engineers are the front line that keeps those workflows healthy — triaging incidents, resolving tickets, digging into logs, and escalating the right issues to the right teams before clients feel the pain. This role suits someone who thrives in a fast-paced technical environment, takes ownership seriously, and genuinely enjoys the detective work of diagnosing why something broke in production. You will work within a global follow-the-sun support model, reporting to the Production Support Lead. What you’ll do Incident command & escalation Own the full incident lifecycle — detection, triage, war-room coordination, resolution, and post-mortem — for P1/P2 issues across all production tenants. Act as the primary escalation point for Production Support Engineers; make the call on severity reclassification and client communication timing. Drive RCA completion within SLA windows and ensure corrective actions are tracked to closure in Jira/Confluence. Maintain and continuously improve the P1 runbook library, escalation trees, and on-call rotation schedules. Team leadership & operations Manage and mentor a team of 3–6 Production Support Engineers; run weekly 1:1s, set KPIs, and own the performance review cycle. Build and optimise the shift rota for 24x7x365 follow-