Associate Lead - TechOps

Role: Associate Lead TechOps Engineer

Location: IBC Knowledge Park, Bengaluru

Reporting to: IT Infrastructure Manager

Team name: IT Team (Tech & DMS Support Team)

About the Team and the Role

• The Tech & DMS Support team at Ather is responsible for engaging with Sales Partners and Solutioning teams to address operational system queries, maintain platform health, and identify major breakpoints or continuous improvement opportunities across dealer management systems and technical processes.
• This role is for an Associate Lead TechOps Engineer who will drive technical issue resolution, establish root cause analyses for application errors, maintain high SLA adherence, and lead team operations while collaborating cross-functionally across development, backend engineering, and sales stakeholders.

Responsibilities

• Triage, troubleshoot, and resolve complex product and DMS technical queries strictly aligned with standard operating procedures (SOPs).
• Coordinate closely with backend technical and software development teams for defect tracking, unique bug reporting, and product performance improvements.
• Conduct in-depth root cause analysis (RCA) on recurring application errors and escalate critical system concerns according to defined protocols.
• Enforce incident management workflows to prioritize P1/high-severity cases and ensure real-time stakeholder communication.
• Monitor ticket queues, maintain strict SLA governance, and drive rapid issue turnaround across support channels.
• Generate and analyze daily and monthly operational metrics to identify performance trends and continuous process improvements.
• Oversee team workload distribution, technical development, and active participation in new technical support projects.
• Author and maintain technical documentation, standard troubleshooting playbooks, and knowledge-base manuals.

Experience and Qualifications

• Graduation with Computer knowledge: B.E., B.Sc, M.Sc. or similar
• Relevant professional experience in Sales & Service Management and Product Support (Automotive Segment preferred)

Must Have Competencies

• Expertise in Dealer Management Systems (DMS) technical support and end-to-end incident management.
• Advanced root cause analysis (RCA) and application error troubleshooting across production environments.
• In-depth operational reporting, metrics tracking, and support data analytics.
• Proficiency in establishing and governing ticket lifecycle management and SLA benchmarks.

Good to Have Competencies

• Practical familiarity with automotive sales and service management platforms and operational workflows.
• Hands-on knowledge of backend software collaboration, ticketing systems, and bug-tracking tools.
• Experience in developing technical knowledge base manuals, process documentation, and SOPs.
• Working knowledge of technical liaison processes with engineering and software development teams.

Want to know more?

At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.