Sr Support Operations Manager
QAD (company site, opens in a new tab)8–12 yrsPuneOn-siteDirect career pageEst. 18–28 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead planning, development, and continuous improvement of support delivery platforms and operational processes to ensure high-quality global support service.
- Own operational readiness, system stability, compliance, and adoption of support tools across multiple regions and manage a team responsible for system configuration and maintenance.
- Drive cross-functional initiatives including workflow optimization, automation, and performance measurement to improve support operations efficiency.
Minimum Requirements
- Bachelor's degree in Information Systems, Computer Science, Engineering, Business Administration, or related field.
- 8-12 years of progressive experience in support operations, service delivery systems, or related operational roles.
- 3-5+ years managing or leading teams responsible for support systems and platforms.
- Willingness to work flexible hours aligning with global 24/7 support operations covering AMS, A/P, and EMEA regions.
Ideal Candidate Profile
- Experienced leader in global, 24/7 support operations managing support delivery platforms including CRM, case management, scheduling, telephony, and reporting tools.
- Proven capability in driving operational improvements through automation, system standardization, and cross-functional collaboration.
- Strong project/program management skills with ability to manage multiple initiatives and influence stakeholders across technical and non-technical teams.