Sr. Support Operations Manager

Experience:

• 8–12+ years of progressive experience in Support Operations, Service Delivery Engineering, or Enterprise Platform Management within global product/SaaS organizations.
• 3–5+ years of direct experience managing technical teams (developers, administrators, systems analysts).
• Proven track record of leading large-scale enterprise platform projects (CRM, ITSM, workforce management, telephony, business intelligence).
• Strong experience operating in a global 24/7 environment, with a track record of driving cross-regional alignment.
• Hands-on expertise with enterprise support platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management, Genesys/Five9, Tableau/PowerBI).
• Deep understanding of release management, API integrations, data governance, and change management discipline.
• Strong ability to translate complex operational data into actionable strategic insights.
• People First Leader: Proven ability to coach, mentor, and grow technical talent.
• Analytical Mindset: Structured problem-solver who uses metrics to drive operational shifts.
• Influence & Communication: Excellent English verbal and written communication skills with the ability to build rapport across cultures and executive levels.
• Global Overlap: Regular, structured overlap with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.

Technical Skills:

• Hands-on expertise with enterprise support platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management, Genesys/Five9, Tableau/PowerBI).
• Deep understanding of release management, API integrations, data governance, and change management discipline.
• Strong ability to translate complex operational data into actionable strategic insights.
• Core Competencies & Soft Skills:
• People First Leader: Proven ability to coach, mentor, and grow technical talent.
• Analytical Mindset: Structured problem-solver who uses metrics to drive operational shifts.
• Influence & Communication: Excellent English verbal and written communication skills with the ability to build rapport across cultures and executive levels.
• Schedule & Working Hours
• To support our global 24/7 footprint, this role is based in Pune, India and offers schedule flexibility.
• Global Overlap: Regular, structured overlap with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.
• How We Work
• Pace and Clarity: We're a team of single-threaded owners who make quick, reversible decisions and escalate transparently.
• Outcomes Over Activity: We celebrate shipped value, not just presentations.
• One Team: We partner deeply with our colleagues, making trade-offs explicit and working together to achieve a shared goal.

About QAD:

Responsibilities

• 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.
• 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.
• 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.
• Cross-Functional Collaboration & Stakeholder Enablement
• Partner seamlessly with Engineering, Product Management, Cloud Operations, and Customer Success to ensure operational readiness for new software releases and feature updates.
• Act as a trusted advisor to internal teams and external vendors, ensuring global adoption of standardized support workflows.
• What We Are Looking For