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Head of IT Support

Pizza Hut Digital Ventures (PHDV) is looking for an IT support manager to join our Gurugram, Haryana office in India.


  • Lead a 24x7x365 support group for our global e-commerce platform

  • Monitor support SLAs and ensure we remain in compliance

  • Hire, train, and manage a team of Support Operation Engineers to handle franchisee tickets, site performance, site reliability and issue triaging in our system

  • Communicate with the engineering team around service performance and issues

  • Educate franchisees on proper support procedure and methodology

  • Ensure the support team is aware of new features as they are deployed

  • Facilitate postmortems for all incidents and SLA breaches

  • Revise and develop processes to strengthen the current operational activities

  • Review policies and recommend changes to improve governance

  • Perform line management, scheduling, and corrective actions as needed for the team

  • Define and report on KPIs and metrics for site reliability, performance, and franchisee support to stakeholders, both internal and external.

What we are looking for:

  • B.S. in Computer Science

  • Fluent in written and spoken English

  • Excellent communication skills

  • Strong knowledge of incident management, problem management, SRE principles and customer support best practices

  • Expert knowledge of AWS services

  • 4+ years working in software engineering and/or site reliability engineering

  • 2+ years in management/leadership

  • Experience maintaining metrics and SLAs

  • Experience with Jira Service Desk and Opsgenie preferred

  • Experience with Terraform preferred

  • Experience with international companies preferred

What we’re offering:

  • Annual Leave: 18 days/year

  • Probation Leave: 3 days/ 2 month

  • Salary review: 2 times/year

  • Full salary insurance

  • General Health Insurance (Support for family depends on level)

  • 13th-month bonus

  • Gift for birthday

  • Company Trip once a year

  • International working environment

  • Opportunity to onsite in Japan, US, UK, Indonesia, Philippines, Singapore, Malaysia

  • Support Laptop and Monitor


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