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Mid-level metro SaaS IT support role with common skillset and broad requirements increases competition.
ITSM and SaaS support skills transfer across industries but require domain-specific experience.
Explicit five-year minimum, managerial requirement, and specific tooling/ITSM requirements enforce strict filters.
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Lead and manage Pune IT Operations and Services, ensuring high-quality end-user support and operational consistency globally.
Drive service desk performance metrics including SLA adherence, backlog management, and issue resolution quality.
Implement and enforce ITSM processes, knowledge management, and automation to improve support efficiency and reduce toil.
Minimum 5 years of IT support/service delivery experience with hands-on troubleshooting.
At least 1 year of people leadership or strong lead-level experience with mentoring and queue ownership.
Working knowledge of macOS, Windows OS, SaaS tools, ITIL/ITSM concepts, and experience with AWS environment management.
Experience supporting SaaS or technology company environments and managing distributed, follow-the-sun operations.
Experienced in managing a service desk team within a SaaS or high-tech environment and accountable for service quality and operational rigor.
Comfortable with leading cross-time-zone IT operations and integrating incident escalation processes with US-based leadership.
Strategic operator focused on building structured support tiers, leveraging knowledge bases, and driving metrics-based continuous improvement in IT services.