Mobile Support Lead

• Mobile Support Lead role provides technical leadership to 24x7 L1.5/L2/L3 support for mobile applications (iOS and Android) team and associated channel proxies across global geographies. The candidate will require hands-on technical expertise in mobile platforms, capable of leading complex troubleshooting, driving production incident resolution, and collaborating with cross-functional teams and leadership.

Key Responsibilities

• Technical Leadership: Act as the primary escalation point for mobile application issues, guiding the team through complex troubleshooting and root cause analysis.
• Incident Management: Lead production outages and critical issues on bridges, ensuring timely resolution and clear communication with stakeholders.
• Cross-Functional Collaboration: Work closely with mobile business owners, development leaders, and product teams on roadmap initiatives and L3 enhancements.
• Observability & Proactive Monitoring: Partner with observability teams to enhance monitoring capabilities and enable proactive issue detection.
• Continuous Improvement: Contribute to functional roadmap improvements and drive operational excellence within the support team.

Required Skills & Qualifications

Technical Expertise:

• Strong hands-on experience with iOS and/or Android application architecture, APIs, and troubleshooting.
• Familiarity with channel proxies, backend integrations, and mobile release processes.
• Incident & Problem Management: Proven ability to lead high-severity incidents and coordinate resolution across multiple teams.
• Collaboration & Communication: Excellent stakeholder management and ability to communicate effectively with technical and business teams.
• Tools & Technologies:
• Mobile debugging tools (Xcode, Android Studio, Charles Proxy, etc.)
• Observability platforms (e.g., AppDynamics, Datadog etc )
• Familiarity with CI/CD pipelines and mobile deployment processes.
• Experience:
• 7+ years in mobile application support or development.
• Prior experience in production support (L2/L3) for global applications.

Preferred Qualifications

• Exposure to cloud platforms (AWS, etc.) and API gateway technologies.
• Knowledge of incident management frameworks (ITIL), Service Now etc.