Lead - Product Support

Summary:

 IBS is a leading global provider of new generation IT solutions to the Travel, Transportation and Logistics industries. A specialist in the domain, IBS offers a range of products and services that manage mission critical operations of airlines, airports, cruise lines, hospitality partners, tour operators and oil & gas companies. IBS is building the next innovative product for the Airline industry and here is an opportunity to become part of that dream team.

Aviation Passenger Solutions (APS) Line of Business(LoB), a strategic business unit of IBS Software Pvt. Ltd uses proprietary software called iFlyRes & IFlyRetail. IBS has an immediate need for Lead Product Support to provide Support to international Customers. In this role, you will be responsible for the operation of products offered by APS LoB. The PST (Product Support Team) will work with internal departments including IT Software Development, Data Center Team, Product Team, Engineering team, Quality Assurance, IT Operation, etc. to document and manage issues/problems.

The Lead Product Support will be responsible for producing weekly, monthly, and quarterly Issue reports and identifying issue trends. Mentor & Support L1 & L2 team.  When necessary, this role will also work with Account Management to communicate technical issues, their impact and ultimate resolution to IBS Customers.

The primary responsibility is to ensure all production issues are addressed quickly. He/She will be responsible for learning how software works, learn its structure and technology in detail. He/She will have direct contact with the product team and will represent IBS according to the standards and policies in place.This role combines application support leadership, technical problem‑solving, and continuous improvement, including the adoption of automation and AI‑assisted practices to improve efficiency and service quality

Position Responsibilities

• Address Passenger Service Solutions issued raised by Customer/Call Center agent, Escalations agents, Internal Resources, partners, and subscribers.
• Work with Product & Dev Ops to investigate and resolve customer billing issues.
• Work with Product Team to resolve defects & minor enhancement. 
• Interface with SME to ensure issues are resolved promptly.
• Ensure timely resolution of production and customer‑reported issues within agreed service levels
• Act as a lead point of contact for complex or escalated support issues
• Coordinate with internal teams such as Development, Product, QA, DevOps, and IT Operations to investigate and resolve issues
• Perform root cause analysis and help prevent recurring issues
• Mentor and support L1 and L2 support engineers, ensuring quality and adherence to processes
• Develop and maintain support documentation, SOPs, and knowledge materials
• Prepare weekly, monthly, and quarterly support reports, including issue trends and insights
• Communicate technical issues, business impact, and resolutions to stakeholders and customers when required
• Support automation, AI‑assisted analysis, and productivity improvement initiatives
• Be flexible to support multiple projects or initiatives as needed

Required Experience

• 5-12 years of IT experience, with a strong background in Application Support and Development
• Experience supporting enterprise‑scale Java‑based applications
• Prior experience in a lead or senior support role is preferred
• Exposure to the Airline or Aviation domain is an advantage

Development:

• Good understanding of software development fundamentals
• Experience working with databases (Oracle, PostgreSQL, or similar)
• Working knowledge of Linux environments and scripting
• Familiarity with cloud platforms (AWS preferred)
• Exposure to DevOps tools, monitoring systems, and CI/CD practices
• Strong knowledge and experience in Grafana Monitoring
• Core Java, Oracle WebLogic, Apache Tomcat, AWS & WildFly is preferred.
• Experience in No SQL technologies.
• Understanding of the full stack of a cloud based distributed platform
• Understanding of microservices and distributed systems is a plus
• Awareness or hands‑on exposure to AI‑assisted tools for productivity, analysis, or automation
• Basic to intermediate understanding of Prompt Engineering for working with AI/GenAI tools (e.g., generating insights, summaries, troubleshooting support)
• Ability to leverage AI tools for root cause analysis, log analysis, documentation, or operational reporting
• Openness to adopting AI‑driven ways of working to improve support efficiency and quality
• Proven experience in ITSM; experience in managing day to day support issues. Also, Strong ability to interpret processes and policies (e.g. ITIL)
• Proven experience in managing production support of a complex nature.
• Good analytical and reasoning skills
• Proactive in approach and good attention to detail & responsive, with a strong attention to detail
• Outstanding communication skills, both oral and written, and both technical and non- technical, and the ability to work with a diverse group of individuals in a professional and service-oriented manner.
• Strong problem solving, issue resolution skills and root cause analysis.
• Able to work flexible hours in 24/7 rotational basics.
• Excellent written and verbal communication skills.
• Good listening skills and extremely empathetic
• Able to build strong internal/external business partnerships.
• Ability to work independently and use resources wisely.
• Ability to interact in a team environment.
• Proactive, detail‑oriented, and customer‑focused mindset
• A leader who takes ownership of production stability
• Someone who balances technical depth, people leadership, and continuous improvement
• A professional eager to embrace automation and AI‑enabled support practices
• A team player who thrives in customer‑facing, fast‑paced environment

Support/Operations

• Proven experience in ITSM; experience in managing day to day support issues. Also, Strong ability to interpret processes and policies (e.g. ITIL)
• Proven experience in managing production support of a complex nature.
• Good analytical and reasoning skills
• Proactive in approach and good attention to detail & responsive, with a strong attention to detail
• Outstanding communication skills, both oral and written, and both technical and non- technical, and the ability to work with a diverse group of individuals in a professional and service-oriented manner.
• Strong problem solving, issue resolution skills and root cause analysis.
• Able to work flexible hours in 24/7 rotational basics.
• Excellent written and verbal communication skills.
• Good listening skills and extremely empathetic
• Able to build strong internal/external business partnerships.
• Ability to work independently and use resources wisely.
• Ability to interact in a team environment.
• Proactive, detail‑oriented, and customer‑focused mindset
• A leader who takes ownership of production stability
• Someone who balances technical depth, people leadership, and continuous improvement
• A professional eager to embrace automation and AI‑enabled support practices
• A team player who thrives in customer‑facing, fast‑paced environment

What We Look For:

• A leader who takes ownership of production stability
• Someone who balances technical depth, people leadership, and continuous improvement
• A professional eager to embrace automation and AI‑enabled support practices
• A team player who thrives in customer‑facing, fast‑paced environment