lead engineer.

ensuring adherence to SOPs, maintaining quality and productivity SLAs, managing
queue health, driving audit effectiveness, supporting reporting requirements, and
acting as a key operational point of contact for escalations, application issues, and
business use case alignment.
Key Roles and Responsibilities
1. Understand, implement, and ensure adherence to defined Standard Operating
Procedures, reporting mechanisms, and escalation processes.
2. Perform audits, assess audit outcomes, identify patterns, and make
operational inferences to improve review accuracy and consistency.
3. Manage Safety Review Team outcomes by ensuring achievement of quality
SLA targets of 95% and defined productivity SLAs.
4. Consistently monitor queue backlog, review inflow trends, and take proactive
steps to prevent SLA breaches.
5. Prepare and share daily, weekly, and monthly reports covering quality,
productivity, inflow, backlog, and other key operational metrics.
6. Act as the point of contact for PagerDuty notifications, ensuring timely
acknowledgement, coordination, and escalation where required.
7. Document application issues, defects, and operational blockers through JIRA,
and follow up until closure or resolution.
8. Manage the India-based team working in a 24x7 operating model and
coordinate effectively with extended stakeholders in the United States.
9. Coach, guide, and support team members to ensure consistent performance,
process compliance, and continuous improvement.
Required Experience and Skills
 Graduate (min) with 7 to 10 years of overall professional experience, with a
minimum of 3 years of experience handling a team in backend operations.
 Strong business acumen with proven experience in operational planning,
execution, tracking, and delivery.
 Good written and verbal communication skills, with the ability to interact
clearly with internal teams and global stakeholders.
 Ability to review existing processes, identify gaps, and suggest practical
improvements to enhance quality, productivity, and efficiency.
 Strong working knowledge of Microsoft Excel and PowerPoint for reporting,
data analysis, and stakeholder presentations.
 Exposure to JIRA for issue tracking, documentation, follow-up, and cross-
functional coordination.
 Ability to work in a fast-paced, SLA-driven environment with strong attention
to detail and ownership.
 Experience managing operational performance across shifts, including queue
management, backlog control, and escalation handling.
Preferred Skills
 Experience developing, enhancing, or interpreting operational reports using
Power BI.

experience

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