Mobile Support Lead

Mobile Support Lead role provides technical leadership to 24x7 L1.5/L2/L3 support for mobile applications (iOS and Android) team and associated channel proxies across global geographies. The candidate will require hands-on technical expertise in mobile platforms, capable of leading complex troubleshooting, driving production incident resolution, and collaborating with cross-functional teams and leadership.

Key Responsibilities

Technical Leadership:
Act as the primary escalation point for mobile application issues, guiding the team through complex troubleshooting and root cause analysis.

Incident Management:
Lead production outages and critical issues on bridges, ensuring timely resolution and clear communication with stakeholders.

Cross-Functional Collaboration:

Work closely with mobile business owners, development leaders, and product teams on roadmap initiatives and L3 enhancements.

Observability & Proactive Monitoring:
Partner with observability teams to enhance monitoring capabilities and enable proactive issue detection.

Continuous Improvement:
Contribute to functional roadmap improvements and drive operational excellence within the support team.

Required Skills & Qualifications

Technical Expertise:

Strong hands-on experience with iOS and/or Android application architecture, APIs, and troubleshooting.

Familiarity with channel proxies, backend integrations, and mobile release processes.

Incident & Problem Management:
Proven ability to lead high-severity incidents and coordinate resolution across multiple teams.

Collaboration & Communication:
Excellent stakeholder management and ability to communicate effectively with technical and business teams.

Tools & Technologies:

Mobile debugging tools (Xcode, Android Studio, Charles Proxy, etc.)

Observability platforms (e.g., App Dynamics, Datadog etc...)

Familiarity with CI/CD pipelines and mobile deployment processes.

Experience:

7+ years in mobile application support or development.

Prior experience in production support (L2/L3) for global applications.

Preferred Qualifications

Exposure to cloud platforms (AWS, etc.) and API gateway technologies.

Knowledge of incident management frameworks (ITIL), Service Now etc.