Senior Principal Application Support Engineering Lead – AI Products & Agents

Overview

Senior Principal Application Support Engineering Lead (R4) for AI Products & Agents, responsible for end-to-end support operations and operational outcomes across incident management, readiness, and reliability improvements.

What you'll do

• Lead support operations end-to-end across shifts and time zones, ensuring consistent execution.
• Own incident command for the most complex production incidents, including cross-team coordination and communication.
• Run enterprise problem management by driving RCA and ensuring corrective actions eliminate root causes.
• Define reliability strategy using SLI/SLO/error-budget concepts and reliability reporting.
• Direct observability and automation efforts to reduce toil and human error and improve MTTR.
• Provide senior oversight for deployments, change, and release governance including go/no-go decisions.
• Ensure support operations readiness for compliance and regulated environments, including secure incident handling.

What you'll need

• 10–14+ years of experience in Application Support, Production Engineering, SRE, or Software Engineering with deep operational ownership.
• Extensive experience leading high-severity incident response and operational execution.
• Deep hands-on troubleshooting across distributed applications, integrations, databases, and cloud platforms.
• Experience with monitoring/logging/alerting tools such as Datadog, Splunk, ELK, AppDynamics, or CloudWatch.
• Advanced scripting/automation skills such as Python and Bash to drive operational efficiency.
• Proven ability to operate in regulated and enterprise environments.

Details

• Location: Hyderabad (Onsite).
• Employment type: Full-time.
• May require flexible work hours and some weekend/holiday work; support is across two shifts (6AM–2PM and 2PM–11PM) when required.