Sr. Support Operations Manager
QAD (company site, opens in a new tab)8–12 yrsPuneHybridDirect career pageEst. 20–35 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own and lead the global Support Operations platform ecosystem, ensuring 99.9%+ availability and data integrity across enterprise support tools.
- Manage and grow a technical team of developers and system administrators focused on automation, workflow optimization, platform enhancements, and AI/ML initiatives.
- Drive cross-functional collaboration for smooth software release readiness, operational analytics, and strategic program delivery without disrupting 24/7 global support.
Minimum Requirements
- 8–12+ years of experience in Support Operations, Service Delivery Engineering, or Enterprise Platform Management within global product/SaaS environments.
- 3–5+ years managing technical teams including developers and system administrators.
- Hands-on expertise with enterprise support platforms such as Salesforce Service Cloud, ServiceNow, Zendesk, and telephony or BI tools; strong knowledge of API integrations, release management, and data governance.
- Role is Pune-based with schedule alignment to AMS (US) time zones; experience working in global 24/7 support environments is required.
Ideal Candidate Profile
- Experienced leader who has successfully driven large-scale enterprise platform projects (CRM, ITSM, workforce management) in a global SaaS context.
- Data-driven operator who leverages metrics and analytics to optimize workflows and support service delivery.
- Strategic collaborator comfortable interfacing with senior leaders across multiple regions and functions to implement standardized, scalable support operations.