Product Support Lead

About the Role

Join EquiLend as a Product Support Lead based in Chandigarh, where you will oversee the performance and growth of a team supporting crucial business platforms. This role demands hands-on technical expertise combined with strong leadership to maintain high service standards. You will foster an engaged and collaborative team culture emphasizing accountability, continual improvement, and knowledge sharing.

Regular engagement with global engineering teams, business leaders, and clients is expected, including managing client communications to the highest levels. The position requires flexibility to work various shifts supporting worldwide operational coverage.

Key Responsibilities

• Provide leadership and motivation to the Product Support team, establishing clear performance and quality benchmarks.
• Promote a trusted, collaborative environment encouraging peak team performance.
• Drive team output through consistent feedback, coaching, and performance evaluations tied to service goals.
• Act as a technically proficient leader during critical incidents, managing investigations and solutions.
• Serve as an escalation point during major incidents and maintain clear, professional communication with clients and stakeholders.
• Collaborate closely with development teams for bug triage and prioritization ensuring effective issue resolution.
• Work with DevOps on deployment readiness, release management, and post-deployment monitoring.
• Partner with Business Analysts and product managers to prepare the team for new features and workflows.
• Enhance monitoring, automation, and operational checks to boost platform reliability and minimize manual work.
• Lead incident management best practices including root cause analysis and implementation of improvements.
• Mentor team members through knowledge sharing and support career growth.
• Drive continuous improvement in support processes and tooling by identifying and resolving inefficiencies.

Qualifications and Experience

• At least eight years in production or application support, including leadership roles in high-availability environments.
• Proven ability to build and nurture high-performing technical teams combining accountability with empathy.
• Experience managing client relationships, including communication during incidents and service reviews.
• Strong proficiency with SQL and Unix/Linux environments, experienced in resolving complex production issues.
• Advanced Python skills used for scripting, automation, and operational tools.
• Knowledge of distributed systems such as microservices architectures and messaging platforms like Kafka or MQ.
• Excellent English communication skills for interaction with global teams, senior stakeholders, and clients.
• Effective problem-solving skills focusing on structured diagnostics and sustainable solutions.
• Calm and judicious under pressure, adept at managing multiple priorities during incidents.
• Familiar with Agile methodologies and continuous service improvement practices.
• Coaching-oriented approach with a record of mentoring team members professionally and technically.
• Experience within financial services, capital markets, or fintech sectors is strongly preferred.
• Readiness to work in a shift rotation model to maintain global support coverage.

Benefits and Work Environment

• Eligibility for an annual discretionary cash bonus based on personal and company performance.
• Flexibility to work up to 100 days remotely annually.
• Generous leave entitlement totaling 32 days inclusive of various leave types and public holidays.
• Comprehensive health insurance coverage from the first day for employees and dependents.
• Personal accident insurance provided immediately upon employment.
• Opportunity to attend an annual company retreat hosted at diverse locations.
• Relocation support including hotel accommodation and travel reimbursement for those moving over 40 miles.

About EquiLend

EquiLend is a global fintech company central to the securities finance sector, providing technology infrastructure since 2001 for institutions worldwide. We operate across several regions partnering with financial entities to enhance securities finance operations through automation and transparency. Our culture values diversity and inclusion, striving for teams that reflect the global markets and clients we serve.

Diversity & Inclusion

We are dedicated to crafting a workplace where diverse perspectives flourish, ensuring all individuals feel included and supported. EquiLend actively promotes equal opportunity and offers accommodations during recruitment to enable all candidates to succeed.