Key Responsibilities:

• Team Shift Leadership: Manage a 24/7/365 structured support team, overseeing Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification, and script execution. Ensure mandatory shift handovers are executed flawlessly to preserve incident context.
• Application Stability: RCA: Serve as the ultimate escalation point for application-specific stability issues across various systems, driving deep-dive Root Cause Analysis (RCA).
• Incident War Room Management: Act as the primary liaison with enterprise Major Incident Management (MIM) and Level 2 Product support Engineering (PSE) teams during critical P0/P1 infrastructure outages and War Room activations.
• SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call Resolution (FCR), Customer Satisfaction (CSAT), and Sev 1 response times.
• Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated GenAI Engineering Pod. Act as the human-in-the-loop validator to review, approve, and authorize machine-executable scripts generated by the AI (Knowledge Scripting Service) before they are deployed to production.
• Continuous Improvement: Identify toil, high-frequency manual tasks , and undocumented tribal knowledge to feed into the AI transition pipeline for future automation.

Must-Have Skills:

• Operational Leadership: 7+ years of experience leading shift-based IT operations, L0/L1 support teams, and incident management.
• Domain Expertise: Deep understanding of logistics, warehousing, supply chain, and e-commerce delivery applications.
• Core Technical Stack: Hands-on proficiency in basic API execution, SQL, MySQL, and Oracle.
• Scripting Knowledge: Ability to read, understand, and troubleshoot scripts written in Ruby, Python, Linux, and Shell Scripting.
• Observability Telemetry: Experience utilizing centralized monitoring, log analysis, and APM tools such as Splunk, Grafana, and Cosmos.
• ITSM Proficiency: Strong expertise navigating complex ticketing and workflow routing in enterprise ITSM platforms like BMC Remedy and ServiceNow.