Support Lead

🚀 Welcome to Your Next Adventure! We are looking for a Support Lead to run our NOC-style operations function — the first line watching metrics and alerts across the platform, and the front door for 200+ developers. You will own alert response, SLAs, escalation paths, runbook quality, and the support engineers, keeping the platform team focused by catching issues early and routing the rest cleanly. 🛠 What You’ll Get Your Hands On • Lead the NOC / support team; own alert response, SLAs, and escalation paths • Own monitoring and alerting quality — dashboards, alert thresholds, and noise reduction in Datadog • Triage and route alerts and platform requests from 200+ developers • Own and grow the runbook and self-service knowledge base to deflect repeat work • Feed recurring alert and ticket patterns back to CloudOps and CloudPlatform to kill root causes • Manage incident communications and stakeholder updates during outages • Report operational metrics — alert volume, SLA attainment, and deflection — to infrastructure leadership • Handle first-line AWS and container-orchestration triage, plus access and deployment support • Mentor support engineers and build sustainable on-call / NOC coverage 🧙‍♂️ The Magic You Bring • 4+ years in NOC, technical support, or operations, with lead scope • Solid AWS and container-orchestration troubleshooting fundamentals • Strong with metrics and alerting tooling (Datadog) — you think in dashboards and thresholds • Strong on process — SLAs, ticketing, and escalation • Excellent written communication and stakeholder management • Basic scripting (Python/bash) ✨ Bonus Points If You Have • Experience running a NOC or supporting a large (100+) developer organization • Built a knowledge base or self-service program from scratch • GitHub Actions familiarity • Experience working with PCI-DSS or ISO 2700 • Incident-commander experience Inside Snoonu’s Universe Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier. The Dream We’re Chasing To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time. The Quest We’re On To radically transform how people live by leveraging technology to connect them with endless possibilities. Our Everyday Superpowers Be Customer Obsessed: “Focus on the customer and all else will follow.” Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.” Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.” Lead by Example and Take Ownership: “Be the change you want to see and take ownership.” Work Smart and Deliver Results: “You can do more by doing less, better, and faster.” It's All About People: “Be a team player; together we are stronger.” Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.” Perks & Worklife Magic At Snoonu 🌐 Global Vibes – Collaborate with a worldwide crew. 🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth. 🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy. 🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies. 🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops. Great Place to Work® Certified We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work. Certified for Excellence Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people. Beyond the Code: Giving Back Matters We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission. Diversity Isn’t Just a Buzzword At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here. Let’s Build the Future Together Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together. Stay in the loop—connect with us on LinkedIn! Show more Show less