Job Description
What you will do
- Lead Platform Operations & Support Function
Own end-to-end production operations for internally built platforms (Mid-Office, Agent Portal, integrations) and ensure high availability, performance, and reliability of mission-critical systems.
Establish and enforce incident management, escalation, and RCA practices.
Drive MTTR reduction, observability, and proactive monitoring.
- Manage a Cross-Functional Team
Lead and grow a team across Application / Production Support Engineers, Software Engineers (for fixes & enhancements), QA / Testing resources.
Define operating model, roles, SLAs, and workflows.
Balance run (stability) vs change (enhancements).
- Own Integration & External Partner Operations
Act as the technical owner for all external integrations with airlines, OTAs, payment gateways, and third‑party vendors.
Oversee partner onboarding, API integrations, certification & go‑live rea...