Manager, Systems Support Engineer

What you will do

1. Lead Platform Operations & Support Function

   Own end-to-end production operations for internally built platforms (Mid-Office, Agent Portal, integrations) and ensure high availability, performance, and reliability of mission-critical systems.

   Establish and enforce incident management, escalation, and RCA practices.

   Drive MTTR reduction, observability, and proactive monitoring.

2. Manage a Cross-Functional Team

   Lead and grow a team across Application / Production Support Engineers, Software Engineers (for fixes & enhancements), QA / Testing resources.

   Define operating model, roles, SLAs, and workflows.

   Balance run (stability) vs change (enhancements).

3. Own Integration & External Partner Operations

   Act as the technical owner for all external integrations with airlines, OTAs, payment gateways, and third‑party vendors.

   Oversee partner onboarding, API integrations, certification & go‑live rea...