Job Description
• Support Lead Operations
Position summary
The Support Lead Operations strengthens how Majesco manages customer and support commitments throughout the support lifecycle. This individual-contributor role turns contract terms, entitlements, and service obligations into transparent, reliable operating practices. The Lead improves processes, data, and tools; identifies practical automation and AI opportunities; and enables teams to adopt lasting improvements.
Key responsibilities
• Contract and support operations
• Manage the operational lifecycle of customer and support contracts, including intake, entitlement and scope validation, obligation tracking, exceptions, renewals, and transitions.
• Translate contractual and commercial commitments into support workflows, ownership, decision guidance, and customer-facing practices; involve Legal when formal interpretation is needed.
• Identify commitment gaps and operational risks, coordinate resolution across Support and partner teams, and strengthen controls for data quality, entitlement accuracy, and audit readiness.
• Process improvement
• Assess end-to-end workflows to reduce variation, rework, unclear handoffs, and duplicate effort; define scalable processes with documented exceptions where needed.
• Create practical SOPs, ownership models, decision trees, templates, controls, and escalation paths, and establish feedback loops for continuous improvement.
• Facilitate cross-functional alignment on process requirements, accountability, priorities, and service expectations.
• Tools, data, automation, and AI
• Partner with Support, IT, platform, data, Legal, Sales, and Services teams to turn business needs into requirements and deliver workflow, integration, reporting, and data-quality improvements.
• Test enhancements in real operating conditions and promote reliable sources of truth for contract, entitlement, customer, and support information.
• Identify and prioritize practical automation and AI use cases
📌 Principal Lead, Support (India)
🏢 Majesco
📍 India