Senior Operations & Support Lead

We are seeking a Senior Operations & Support Lead to join and lead our dynamic technical support and operations team in İstanbul . This role is ideal for individuals who are passionate about driving operational excellence, mentoring engineers, and bridging communication between technical teams and stakeholders.

Key Responsibilities:

• Lead and mentor a team of Operations & Support Engineers, providing guidance on technical issues, professional development, and performance.
• Oversee daily support operations and ensure service levels are met with high quality and efficiency.
• Act as an escalation point for complex incidents and coordinate with cross-functional teams for resolution.
• Collaborate closely with development, QA, and product teams to ensure smooth product support and deployment processes.
• Design and implement process improvements for incident management, monitoring, documentation, and reporting.
• Facilitate knowledge sharing, standard operating procedures, and best practices within the team.
• Stay hands-on with troubleshooting and support when required, especially in critical production issues.
• Represent the team in internal meetings and report on metrics, trends, and improvement plans.

Requirements:

• Proven experience (minimum 10 years) in Operations and Support roles, with at least 3 years in a lead or senior role.
• Strong background in Linux/Unix systems and Shell scripting.
• Proficient in working with relational databases (PostgreSQL is a plus) – understanding of queries, indexing, performance, and troubleshooting.
• Experience supporting and managing Java Applications and Apache Tomcat environments.
• Hands-on knowledge of virtualization platforms (VMWare, Hyper-V, OpenStack) and cloud platforms (especially AWS and Azure).
• Solid understanding of IP networking, including routing, permissions, and basic network device knowledge and software tools liek tcpdump, wireshark.
• Familiarity with Web Services, JUnit, Postman, or similar testing tools is preferred.
• Exposure to CSR management systems and service portals is a plus.
• Strong problem-solving skills and a proactive attitude toward continuous improvement.
• Excellent communication and interpersonal skills, with the ability to work effectively across teams and with customers.
• Fluent in English, both written and spoken.

Why Join Us?

• Work with a talented and collaborative team in a fast-paced environment.
• Opportunity to lead meaningful initiatives and influence support strategy.
• Flexible hybrid working model.
• Continuous learning and growth opportunities.