Observability & Guest Support Platform Lead

Join an innovative performance apparel company committed to creating a positive change and fostering an equitable, inclusive, and growth-focused environment. In this role, you will work within lululemon's India Tech Hub, managing crucial platforms for Guest Support while ensuring seamless project delivery and continuous platform health. You will collaborate with business stakeholders and technology teams to translate vision into functional configuration, design and implement system enhancements, and lead production support processes in an agile and dynamic environment. Key Responsibilities Collaborate with business stakeholders and technology teams to understand project vision and translate it into functional configuration requirements. Actively participate in agile/scrum ceremonies, including refinement, estimation, and sprint planning. Work alongside engineers and architects to design and implement system changes that ensure robust performance. Lead troubleshooting and triage efforts, including on-call support to maintain platform health. Define and implement observability plans and processes, incorporating the creation of alerts and refining thresholds. Oversee production support by establishing processes, leading responses, and performing root cause analysis. Create detailed diagrams and documentation to support technical and operational processes. Establish and maintain strong relationships with enterprise support teams to streamline processes. Utilize expert-level proficiency in observability tools such as Data Dog, Pagerduty, Splunk, ServiceNow, and Salesforce Service Cloud. What We Look For Skills & Experience: Strong expertise in observability tools with a focus on Salesforce Service Cloud. Proficiency with platforms such as Salesforce Service Cloud, Five9, Verint, Apple Messaging for Business, Twilio, Oracle Service Cloud, Acuity, Quiq, and Talkative. Solid understanding of IT SDLC processes (both waterfall and agile) and experience working with cross-functional IT teams. Demonstrated organizational excellence and outstanding communication skills. Prior exposure to Contact Center operations and experience supporting North America product and tech teams. Experience in managing projects focused on operations is a plus. Personal Attributes: Personal responsibility and an acknowledgment of choice. Entrepreneurial spirit paired with a commitment to continuous innovation. Honest and kind communication, backed by a proven work ethic and integrity. A driving desire to excel and succeed, while actively living and breathing the lululemon culture and lifestyle.