Job Description
Are you an operational leader who thrives at the intersection of technology, strategy, and team leadership? We are seeking a Senior Support Operations Manager in Pune to own and elevate the global support engine powering our 24/7 enterprise customers.
In this high-visibility role, you will be the operational and platform owner for our global Support Operations ecosystem. You will lead a talented team of developers and systems administrators, driving automation, workflow optimization, platform architecture, and data-driven insights. Working closely with cross-functional leaders across Engineering, Cloud Operations, Product Management, and Global Support, you will shape a seamless, scalable service delivery infrastructure.
The position will work a regular schedule that regularly aligns with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.
Why You’ll Love This Role
- High Impact & Ownership: Drive end-to-end strategy and continuous improvement for enterprise support platforms used globally.
- Leadership & Growth: Mentor and scale a high-performing technical team of platform developers and system admins.
- Innovation & Automation: Lead digital transformation, automation, and AI/ML initiatives in case management, knowledge systems, and customer experience tools.
- Global Collaboration: Work directly with senior enterprise leaders across North America, Europe, and Asia-Pacific.
What You'll Do:
1. Platform Ownership & Technical Leadership
- Strategic Vision:
Lead and manage a team of developers and system admins in configuring, enhancing, and scaling Support Delivery platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow, telephony, survey, and AI tools).
- System Reliability: Ensure 99.9%+ availability, high performance, and strict data integrity across all global support applications.
- Access & Security: Maintain robust governance, RBAC, change control, and audit compliance across platforms.
2. Workflow Optimization & Automation
- Process Excellence: Champion continuous improvement (Lean/Six Sigma principles) to reduce resolution times, eliminate manual steps, and optimize support workflows.
- Smart Automation: Identify and execute opportunities for workflow automation, AI-assisted routing, self-service knowledge integration, and proactive customer support mechanisms.
3. Strategic Program Delivery & Analytics
- Project Execution: Lead end-to-end execution of platform enhancements, third-party tool integrations, and major platform upgrades with zero disruption to 24/7 business operations.
- Insights & BI: Design, build, and maintain real-time operational dashboards and executive metrics to empower data-driven decisions across support leadership.
4. Cross-Functional Collaboration & Stakeholder Enablement
- Partner seamlessly with Engineering, Product Management, Cloud Operations, and Customer Success to ensure operational readiness for recent software releases and feature updates.
- Act as a trusted advisor to internal teams and external vendors, ensuring global adoption of standardized support workflows.
📌 Sr. Support Operations Manager (Pune)
🏢 QAD
📍 Pune