Product Support Lead

About the Role
We are looking for a Product Support Lead to join us in Chandigarh, taking ownership of both the performance and development of a team supporting EquiLend’s business-critical platforms. 

This is a hands-on technical role at the heart of our product support team. You will lead by example, combining deep technical expertise with strong people management, clear expectations, and a focus on delivering consistently high standards of service. You will be responsible for building a high-performing, engaged, and collaborative team where accountability, continuous improvement, and knowledge sharing are part of day-to-day working culture. 

The role involves regular interaction with global engineering teams, business stakeholders, and external clients, and you will be expected to handle client conversations to the highest standards. This role operates on a shift rota pattern and you should be comfortable working across different shift times to support global operational coverage.

What You’ll Do 

• Lead, motivate, and manage a Product Support team, setting clear expectations around performance, quality, and ownership. 
• Foster a team culture built on collaboration, trust, and accountability, where people are supported to do their best work. 
• Drive performance through regular feedback, coaching, and objective performance management aligned to service outcomes. 
• Act as a hands-on technical leader, supporting the team during complex production incidents and leading investigations when required. 
• Serve as a senior escalation point for critical incidents, ensuring calm, structured decision-making and clear communication to clients and internal stakeholders throughout. 
• Own client communication during high-priority incidents, managing expectations with clarity and professionalism, and following through to resolution and post-incident review. 
• Work closely with development teams on bug triage and prioritisation to ensure production issues are addressed effectively and transparently. 
• Partner with DevOps teams on deployments, release readiness, and post-deployment monitoring activities. 
• Collaborate with Business Analysts and product teams to understand new functionality and ensure the team is fully prepared to support new logic and workflows. 
• Oversee and enhance monitoring, automation, and operational checks to improve platform reliability and reduce manual effort. 
• Promote strong incident management practices, including structured root-cause analysis and meaningful service improvement actions. 
• Build capability within the team through mentoring, structured knowledge sharing, and support for individual career development. 
• Champion continuous improvement across support processes and tooling, identifying inefficiencies and driving practical solutions. 

What We’re Looking For 

• 8+ years of experience in production or application support, with a significant portion in a team lead or people management capacity within high-availability environments. 
• A track record of building and developing high-performing technical teams, balancing empathy with accountability and clear performance standards. 
• Direct experience managing client relationships and handling client-facing communication during incidents, escalations, and service reviews to the highest professional standards. 
• Advanced hands-on knowledge of SQL and Unix/Linux, with experience resolving complex production issues and guiding others through technical investigations. 
• Strong proficiency in Python for scripting, automation, and operational tooling. 
• Experience supporting distributed systems, including microservices architectures and messaging platforms such as Kafka or MQ. 
• Excellent written and verbal communication skills in English, with confidence engaging global technical teams, senior business stakeholders, and external clients. 
• Strong problem-solving ability, with a structured approach to diagnosing issues, identifying root causes, and driving lasting fixes rather than workarounds. 
• Composure and sound judgement when managing incidents and competing priorities under pressure. 
• Experience working within Agile environments and driving continuous process and service improvement. 
• A coaching mindset, with evidence of mentoring team members and supporting both technical and professional growth. 
• Prior experience in financial services, capital markets, or fintech environments is highly desirable. 
• Willingness to work on a shift rota basis to support global operational coverage. 

Why EquiLend? 

• Be recognised for your contribution through a discretionary annual cash bonus, linked to individual and company performance. 
• Work flexibly with up to 100 remote working days per year. 
• Take time to recharge with 32 days of paid leave per year, comprising paid, casual, and sick leave, plus public holidays. 
• Access comprehensive health insurance for you and your dependents from your first day. 
• Receive personal accident insurance from the start of your employment. 
• Connect with colleagues at an annual company-sponsored team retreat, hosted at a new location each year. 
• If relocating from more than 40 miles away, receive hotel accommodation and travel ticket reimbursement.