Support Lead – NOC Operations

About the role

Snoonu is looking for a Support Lead to own and run its NOC‑style operations function. You will be the first line of defense, monitoring metrics and alerts across the platform and serving as the primary point of contact for over 200 developers.

Key responsibilities

• Lead the NOC/support team, defining alert response processes, SLAs and escalation paths.
• Own monitoring and alerting quality in Datadog, including dashboard creation, threshold setting and noise reduction.
• Tri­age and route alerts and platform requests from developers, ensuring timely resolution.
• Develop and maintain runbooks and a self‑service knowledge base to deflect repeat work.
• Feed recurring alert patterns back to CloudOps and CloudPlatform teams to eliminate root causes.
• Manage incident communications and stakeholder updates during outages.
• Report operational metrics such as alert volume, SLA attainment and deflection rates to leadership.
• Provide first‑line AWS and container‑orchestration triage, as well as access and deployment support.
• Mentor support engineers and build sustainable on‑call/NOC coverage.

Required profile

• 4+ years of experience in NOC, technical support or operations with leadership responsibilities.
• Strong understanding of AWS services and container‑orchestration troubleshooting.
• Proven ability to design and enforce processes around SLAs, ticketing and escalation.
• Excellent written communication and stakeholder management skills.

Required skills

• AWS
• Container orchestration (e.g., Kubernetes)
• Datadog
• Python
• Bash
• GitHub Actions