About the Role We are seeking an experienced Offshore Support Lead to head our 24/7 offshore support function, ensuring the stability, reliability, and operability of our cloud-hosted Digital Twin platform serving global airline and rail operators. This hands-on leadership role blends production support ownership, cloud operations management, and a drive for continuous improvement. You will be the senior escalation point for production issues, leading an offshore team that delivers high-quality first- and second-line support, rapid incident triage, and timely resolution in line with SLAs. You’ll work closely with onshore engineering, delivery, QA, and product teams to keep our platform reliable, observable, and easy to operate. At the same time, you’ll help scale and mature our support operations, improving processes, runbooks, monitoring, and tooling as Emu Analytics grows.
Key Responsibilities24/7 Support Ownership & Incident Leadership Own the end-to-end 24/7 offshore support operation for our Digital Twin platform Act as the primary escalation point for high-severity or complex incidents Lead incident triage, prioritisation, coordination, and communication through to resolution Ensure incidents are managed according to SLAs and defined escalation paths Coordinate handovers and escalations with onshore engineering and delivery teams Cloud Operations & Platform Reliability Oversee offshore support activities for AWS deployments and environment management Ensure client environments are deployed, supported, and operated according to standards and runbooks Work with onshore teams to improve platform reliability, scalability, and operability Guide your team in responding to alerts, monitoring system health, and identifying risks early SLA, Performance & Continuous Improvement Monitor SLAs, KPIs, and operational metrics, ensuring targets are consistently met Identify trends, recurring incidents, and systemic issues affecting platform stability Lead initiatives to improve monitoring, alerting, tooling, and support processes Contribute to post-incident reviews and root cause analysis, driving preventative action Stakeholder Collaboration & Communication Serve as the main point of contact between offshore support and onshore engineering, delivery, QA, and product teams Ensure clear, structured communication during incidents and customer-impacting events Provide regular operational updates and insights to stakeholders Support customer-facing service reviews as needed Processes, Documentation & Governance Own and maintain support processes, runbooks, and operational documentation Ensure documentation is accurate, up to date, and actively used by the team Define and enforce escalation thresholds, handover procedures, and support standards Maintain consistent, auditable incident and support records Team Leadership & Development Lead, coach, and support offshore Support Engineers and Support Testers Ensure the team is trained on the platform, customer environments, and support procedures Foster a culture of accountability, calm incident response, and continuous learning Support onboarding, knowledge transfer, and capability development
Essential Skills Technical & Operational Strong experience in production support or site reliability for cloud-hosted Saa S platforms Hands-on experience with AWS: deployment, configuration, and operational support Experience providing 1st and 2nd line support, including incident triage and resolution Familiarity with monitoring, alerting, and observability tools (logs, metrics, dashboards) Ability to diagnose issues and implement effective workarounds under pressure Incident & Service Management Proven experience as an escalation point for high-severity or customer-impacting incidents Strong grasp of SLAs, incident severity models, and escalation processes Experience leading or contributing to incident reviews and root cause analysis Ability to balance speed, quality, stability, and risk Leadership & Collaboration Experience leading or mentoring technical support or operations teams Excellent communication skills, able to explain technical issues to non-technical audiences Proven ability to collaborate with distributed, cross-time-zone teams Calm, methodical approach to incident management Ways of Working Highly organised, detail-oriented, and disciplined with documentation Proactive, continuous improvement mindset Comfortable working in a 24/7 support environment, including out-of-hours escalation Customer-focused, with an appreciation for mission-critical reliability
Desired Skills Experience with CI/CD pipelines and release automation Exposure to infrastructure-as-code tools (Terraform, Cloud Formation, etc.) Familiarity with containerisation and orchestration (Docker, ECS, Kubernetes) Experience improving operational tooling or internal developer platforms Understanding of monitoring and observability tools (Cloud Watch, Grafana, Prometheus) Experience supporting data-intensive or real-time systems
Qualifications Degree in Computer Science, Software Engineering, Information Technology, or related field (or equivalent practical experience)3+ years in a comparable support or operations role