Technical Lead - Prod Operations

Summary of Position:

As a Technical Lead for Production support operations, you will be a core member of Digital Health Foundational Services team and oversee the production support team, ensuring the seamless operation and stability of our Digital Health products. You will lead a team of engineers and support specialists in Vendor team to troubleshoot, resolve, and prevent issues, ensuring a high level of customer satisfaction. Additionally, you will manage Service Level Agreements (SLAs), coordinate defect releases, and leverage modern tools and technologies to drive efficiency and effectiveness in support operations. Your role will be critical in maintaining the performance, reliability, and scalability of our products while collaborating closely with development, QA, and product teams to deliver world-class Digital Health products.

Key Responsibilities:

• Production Support:
  • Oversee day-to-day production support activities, including monitoring, incident management, root cause analysis, and resolution of issues related to Digital Health products.
  • Ensure the timely resolution of production incidents, minimizing downtime and impact on customers.
  • Create knowledge articles for faster troubleshooting and diagnosis.
  • Implement best practices for incident management, escalation procedures, and problem resolution.
• SLA Management:
  • Define, monitor, and manage Service Level Agreements (SLAs) to ensure that response times, resolution times, and customer service expectations are consistently met.
  • Analyze SLA performance metrics and implement corrective actions when targets are not met.
  • Collaborate with stakeholders to continuously refine SLAs to align with evolving business needs and customer expectations.
• Defect Management & Releases:
  • Coordinate with development and QA teams to manage defect prioritization and release schedules.
  • Oversee the deployment of defect fixes and patches in a controlled and timely manner, minimizing impact on production environments.
  • Ensure comprehensive testing and validation of defect releases to maintain product stability and integrity.
• Use of Modern Tools & Technologies:
  • Leverage modern tools and technologies such as DevOps practices, CI/CD pipelines, and AWS cloud platforms to enhance production support operations.
  • Utilize monitoring and logging tools (e.g., New Relic, Dynatrace, ELK) to proactively identify and address potential issues before they impact customers.
  • Implement automation tools and scripts to streamline repetitive tasks, improve response times, and reduce manual intervention.
• Collaboration & Stakeholder Management:
  • Work closely with product management, development, and QA teams to understand product functionality, design, and architecture.
  • Serve as the primary point of contact for customers and internal stakeholders regarding production issues, providing regular updates and reports.
  • Collaborate with cross-functional teams to drive continuous improvement initiatives and enhance product stability and performance.
• Leadership & Team Management:
  • Partner closely with Vendor teams to Lead, mentor, and develop a high-performing production support team, fostering a culture of continuous improvement and excellence.
  • Manage team workload, prioritize tasks, and allocate resources effectively to meet SLAs and customer expectations.
• Process Improvement & Documentation:
  • Develop and implement processes and procedures to improve the efficiency and effectiveness of the production support team.
  • Ensure comprehensive documentation of incidents, troubleshooting steps, and resolutions to build a knowledge base for the team.
  • Identify areas for automation and implement solutions to reduce manual intervention and improve response times.
• Quality Assurance & Compliance:
  • Ensure that production support activities comply with industry standards, regulations, and best practices, particularly within the healthcare domain.
  • Conduct regular reviews and audits of support processes to ensure adherence to quality and security standards.
• Reporting & Analytics:
  • Monitor and report on key performance indicators (KPIs) related to production support, such as response times, resolution rates, and customer satisfaction.
  • Analyze trends in incidents and work with development teams to address systemic issues and improve product reliability.

Key Requirements/Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in production support or technical operations, with at least 3 years in a leadership role.
• Strong technical background with experience in healthcare Digital products.
• Proficiency in incident management tools, monitoring systems, and IT service management (ITSM) frameworks.
• Experience in SLA management, defect management, and release coordination.
• Knowledge of healthcare regulations and compliance standards (e.g., HIPAA, HITECH) is highly desirable.
• Strong problem-solving skills, with the ability to analyze complex issues and drive effective solutions.
• Experience with modern tools and technologies in AWS cloud platforms, DevOps practices, CI/CD pipelines, and automation tools.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, stakeholders, and cross-functional teams.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Work hours: 1 PM to 10 PM IST

Relocation assistance: Yes

Employment Scams: Alcon is aware of employment scams which make false use of our company name or leader’s names to defraud job seekers. Alcon does not offer any positions without interview and never asks candidates for money. All our current job openings are displayed here on the Careers section of our website, where you can search for open positions and apply directly.

If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information, and check our website for current job openings.

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.