4LS Support

We are looking for an experienced 4LS Support Lead with 12+ years of experience supporting cloud-native, distributed, and observability applications in mission-critical production environments. The role requires very good expertise in advanced troubleshooting across applications, microservices, Kubernetes platforms, infrastructure, networking, databases, and observability stacks, with the ability to lead critical incident recovery, perform deep Root Cause Analysis (RCA), and drive corrective and preventive actions as the highest technical escalation point. The role requires participation in a 24x7 rotational shift model supporting global customer deployments and critical escalations.

Responsibilities

• Lead L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
• Drive resolution of complex production incidents, lead service recovery efforts, and leverage AI-assisted troubleshooting and analytics tools to accelerate diagnosis, impact assessment, and restoration of services.
• Lead deep root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions to improve platform stability, resilience, and customer experience.
• Utilize advanced expertise across OAM/FCAPS, Kubernetes, microservices, infrastructure, networking, databases, and observability platforms to diagnose and resolve complex technical challenges.
• Serve as the highest technical escalation point for customer-critical incidents, providing technical leadership and coordination across Engineering, L2/L3 Support, and customer teams.
• Drive continuous improvements in monitoring, troubleshooting methodologies, automation, operational processes, and AI-enabled support practices to enhance operational efficiency and reduce incident recurrence.
• Participate in a 24x7 rotational support organization, ensuring SLA compliance, continuous service availability, and effective management of critical incidents and escalations across global customer deployments.

Qualifications

Must Have

• Engineering degree with 12+ years of experience in production support, incident management, and technical leadership for large-scale cloud-native and distributed systems.
• Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized application platforms, including troubleshooting complex issues across application, platform, and infrastructure layers.
• Proven experience in Root Cause Analysis (RCA), performance troubleshooting, service recovery, and resolution of critical production incidents, with the ability to act as the highest technical escalation point for customer-critical issues.