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Key skills for this role
Role Overview
The Support Lead runs Snoonu's NOC-style operations function and serves as the first line for platform metrics and alerts.
The role supports more than 200 developers by owning alert response, SLAs, escalations, and support engineering coverage.
Key Skills for This Role
Full Job Posting
Role Overview
The Support Lead runs Snoonu's NOC-style operations function and serves as the first line for platform metrics and alerts.
The role supports more than 200 developers by owning alert response, SLAs, escalations, and support engineering coverage.
Core Responsibilities
- Lead the NOC and support team and own alert response, SLAs, and escalation paths.
- Improve monitoring and alerting quality through dashboards, thresholds, and Datadog noise reduction.
- Triage and route alerts and platform requests from more than 200 developers.
- Own and expand runbooks and the self-service knowledge base.
- Use recurring alert and ticket patterns to help CloudOps and CloudPlatform address root causes.
- Manage incident communications and stakeholder updates during outages.
- Report alert volume, SLA attainment, and deflection metrics to infrastructure leadership.
- Provide first-line AWS and container-orchestration triage, access support, and deployment support.
- Mentor support engineers and build sustainable on-call and NOC coverage.
Required Qualifications
- At least four years of experience in NOC, technical support, or operations with lead scope.
- Solid AWS and container-orchestration troubleshooting fundamentals.
- Strong experience with metrics and alerting tools, including Datadog, dashboards, and thresholds.
- Strong understanding of SLAs, ticketing, and escalation processes.
- Excellent written communication and stakeholder management skills.
- Basic Python or Bash scripting ability.
Bonus Qualifications
- Experience running a NOC or supporting a large developer organization is advantageous.
- Experience building a knowledge base or self-service program is advantageous.
- GitHub Actions familiarity is advantageous.
- Experience with PCI-DSS or ISO 2700 is advantageous.
- Incident-commander experience is advantageous.
About Snoonu
Snoonu describes itself as a Qatar-based technology company offering delivery, shopping, and other services through a super app.
The company emphasizes customer focus, integrity, curiosity, ownership, teamwork, and delivering results.
Workplace and Benefits
- The company states that employees receive global collaboration opportunities, learning resources, autonomy, flexible time off, and an agile working environment.
- Snoonu states that it is Great Place to Work certified and holds ISO 9001:2015 and ISO 45001:2018 certifications.
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