Digital Support Lead

Overview

Lead support team for digital platforms, manage incidents, improve performance

Key Responsibilities

• team leadership
• incident management
• performance monitoring
• observability
• ci/cd
• infrastructure automation

Tasks

-Lead and manage the support team across US and India to provide efficient and effective issue resolution for digital platforms (websites & mobile apps). -Monitor and analyze system performance, identifying areas for improvement and optimization. -Collaborate with stakeholders to gather user feedback and enhance platform usability. -Establish and monitor Service Level Objectives and Indicators to drive performance and user experience goals. -Document and maintain support-related knowledge base, including troubleshooting guides and best practices. -Ensure compliance with SLAs, driving a culture of continuous improvement and proactive problem-solving. -Design and implement observability frameworks including logging, metrics, and tracing using modern tools -Work closely with development, QA, and product teams to ensure a smooth transition of new features and updates into production. -Act as the primary escalation point for critical support issues and ensure timely resolution. -Establish and maintain robust support processes, including incident management, problem management, and root cause analysis. -Develop and maintain infrastructure automation, CI/CD pipelines, and reliability tooling to improve deployment and recovery processes.

Requirements

• itil
• react
• aws
• devops
• leadership
• cms

What You Bring

Are you looking for a place where you can bring your experience maintaining, troubleshooting, and continuous improvement to help our digital platform, including Neighborly and brand websites and mobile application? -Experience in incident management, problem management, and ITIL processes. -Ability to mentor, coach, and lead a team in a fast-paced environment. -Hands-on experience with Content Management Systems (CMS) such as Crownpeak, WordPress, Drupal, or Adobe Experience Manager (AEM). -Strong understanding of UI technologies, including JavaScript / Typescript, React. -Certifications in ITIL, AWS, Azure, or other relevant technologies is nice to have. -8+ years of experience in a technical support or application support role, with at least 3 years in a leadership capacity. -Exposure to mobile development frameworks (Flutter, React Native, Swift, Kotlin). -Strong understanding of CI/CD pipelines, DevOps practices, and automation tools. -Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering or relevant field of study preferred -Strong knowledge of web and mobile application architectures, cloud services (AWS/Azure/GCP), APIs, and databases. -Experience with performance and usage monitoring tools like Datadog, Cloudflare, Google Analytics -Familiarity with monitoring tools, logs analysis, and debugging techniques. -Experience in the home services or consumer tech space is a plus. -Experience in e-commerce, fintech, healthcare, or media-related digital platforms. -Hands-on experience with ticketing systems (e.g., Azure DevOps, ServiceNow, Freshservice, Monday.com). -Experience working with cross-functional teams including developers, testers, and product managers. -Excellent communication skills, with the ability to translate technical issues into business-friendly language.

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Benefits

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. -Financial Benefits: Equity and bonus opportunities -Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home. -Competitive Pay: Commensurate with experience -Neighborly Benefits (flimp.live)

About Neighborly®

-The company rebranded to Neighborly® to reflect its spirit of local service and community focus. -Local teams handle a wide range of home services, including HVAC, plumbing, electrical, landscaping, and handyman work. -The franchise model supports owners with training, marketing tools, and a commitment to quality service. -Major private-equity investment at the franchisee level in 2023 underscores confidence in its decentralized approach. -The acquisition of Lawn Pride expanded its services to include fertilization and weed control. -The company emphasizes a local, community-based approach, with every job performed by experts in the neighborhood.

Sector Specialisms