The Mobile Support Lead provides technical leadership for 24x7 L1.5/L2/L3 production support of enterprise mobile applications (iOS and Android) and associated channel proxies across global regions. This role requires strong hands-on mobile expertise, ownership of high-severity incidents, and close collaboration with engineering, product, and observability teams to ensure platform stability and continuous improvement.

Key Responsibilities

• Act as the primary escalation point for complex mobile (iOS/Android) production issues.

• Lead high-severity incidents and outage bridges, ensuring timely resolution and clear stakeholder communication.

• Perform deep troubleshooting and root cause analysis across mobile apps, APIs, and backend integrations.

• Partner with development, product, and business teams on L3 enhancements and roadmap initiatives.

• Collaborate with observability teams to enhance monitoring, alerting, and proactive issue detection.

• Drive continuous improvement through automation, runbooks, and operational excellence initiatives.

Required Qualifications

• 7+ years of experience in mobile application development and/or L2/L3 production support.

• Strong hands-on expertise in iOS and/or Android architecture, APIs, and troubleshooting.

• Experience supporting backend integrations and channel proxies.

• Proven experience leading P1/P2 production incidents in a global 24x7 environment.

• Proficiency with mobile debugging tools (Xcode, Android Studio, Charles Proxy).

• Familiarity with observability tools (AppDynamics, Datadog, etc.) and CI/CD pipelines.

• Strong communication and stakeholder management skills.

Preferred Qualifications

• Exposure to cloud platforms (AWS or similar).

• Knowledge of API gateways.

• Familiarity with ITIL and ServiceNow.

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