Application Support Operations, Manager

Autonomize

Operations, Customer Service

Bengaluru, Karnataka, India

Posted on Jun 22, 2026

Apply now

Location: Bengaluru, India (Hybrid)

Work Schedule: This role supports our US-based customers and operates during US Pacific business hours. The standard working hours are approximately 9:30 PM to 7:30 AM IST, with a seasonal adjustment of about one hour during US Daylight Saving Time (DST). As this schedule is a core requirement of the role, we encourage you to apply only if you are comfortable working these hours.

About Autonomize AI

Autonomize AI is a multi-tenant healthcare SaaS company building AI Studio — a platform for designing, running, and operating AI agents that power payer and provider workflows: prior authorization, eligibility, claims, and member/provider operations. Our customers run mission-critical healthcare processes on us, where downtime and errors have real human consequences.

The Role

We are hiring an ASOps Manager in Bengaluru to lead Autonomize's Application Managed Services (AMS) team and anchor production support during US business hours. This is a player-coach role: you will personally lead the response to Sev-1 and Sev-2 incidents while building, mentoring, and growing a Bengaluru-based support team (initially two L3 and one L2 engineers) that becomes the operational backbone for our US healthcare customers.

You are the first line of defense for the stability, availability, and day-to-day reliability of Autonomize's production environments. You will define the playbooks, monitoring routines, escalation protocols, and onshore/offshore handoff model that scale as we grow — and provide transparent, executive-ready reporting to US leadership on support performance, risks, and improvement opportunities.

Why This Role Matters

You own US daytime coverage. When customers see an issue, your team is the calm, capable first voice they hear.
Healthcare is unforgiving. Our customers run payer operations on us; reliability is non-negotiable.
You build the foundation. You set the standard, the playbook, and the culture for everyone who joins the India AMS team after you.
Your work feeds the roadmap. Patterns you spot in production become product and platform improvements.

What You'll Own

1. Incident Management & Production Support

Act as first responder and incident commander for production incidents during US Pacific hours — assess severity, initiate war-room bridges, drive cross-team coordination, and own issues end-to-end through resolution.
Triage across users, product owners, engineering, and business stakeholders; track, prioritize, and close.
Serve as the primary point of contact for production use cases and represent ASOps in customer-facing and program-level forums.
Oversee continuous monitoring of application dashboards, logs, pipelines, and databases — catching issues before they reach customers.

2. Operational Reporting & Governance

Publish weekly incident and performance reports including RCA, corrective actions, and service-health metrics.
Deliver daily/weekly reporting on ticket volumes and SLA / SLO adherence.
Maintain and continuously improve runbooks, SOPs, troubleshooting guides, and knowledge bases.
Provide periodic, executive-ready reporting to US leadership on support performance, risks, and opportunities.

3. Release & Change Management

Plan, coordinate, and oversee releases and defect fixes across environments — ensuring readiness, alignment, and risk mitigation.
Drive customer approvals for production changes alongside product, QA, engineering, and infrastructure teams.
Own cutover planning, validation, rollback strategies, and deployment success criteria.

4. Team Leadership (India)

Hire, mentor, and grow a Bengaluru-based team of L2 and L3 support engineers across Autonomize's platform and solution layers.
Set high standards for technical execution, customer obsession, and operational discipline.
Coach engineers through incidents and growth moments; address underperformance directly and fairly.
Design and harden the onshore/offshore handoff model in partnership with US leadership.

What You Bring (Required)

5–8 years in Application Support, Site Reliability, or Production Operations within enterprise or multi-tenant SaaS environments.
2+ years leading L2 / L3 engineers — including hiring, coaching, and performance management.
Hands-on production support of Tier-1 SaaS platforms serving global customers, ideally in a near-shore / far-shore model.
Hands-on expertise with Kubernetes (K9s or equivalent), CI/CD pipelines, Kafka, and modern observability stacks (Datadog, Grafana, ELK, CloudWatch).
Strong troubleshooting across application, API, data-pipeline, and cloud-infrastructure layers.
Strong understanding of HIPAA, PHI handling, and US healthcare compliance.
Exceptional written and verbal English and customer-facing communication — able to build trust with US customers and executives.
Comfort working US Pacific business hours from Bengaluru.
Ownership mindset — closes loops and drives issues to true resolution, especially when things break.

Nice to Have

Healthcare domain experience (payer operations, eligibility, claims, prior authorization, member/provider workflows).
Experience scaling support operations for multi-tenant SaaS across multiple US accounts.
Background automating support workflows: runbooks, self-healing, AI-assisted ticket triage.
Exposure to AI / ML-driven healthcare or data intelligence platforms.
Comfort in dynamic startup environments — balancing hands-on work with leadership.

What We Offer

Foundational ownership of how production operations run for our customers, direct line to US leadership, and the chance to build the India AMS team from the ground up — at a company using the latest AI to improve healthcare outcomes.

Autonomize AI is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.