Sr. Support Operations Manager

Job Title: Sr. Support Operations Manager Company: QAD, Inc. Job Category: Salesforce Roles & Responsibilities: 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. 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. 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. * 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. * 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. * 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. * 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. To support our global 24/7 footprint, this role is based in Pune, India and offers schedule flexibility. Work Location: Pune, India Availability: Full time

Qualifications Experience: Technical Skills: Core Competencies & Soft Skills: Key Skills: Salesforce Salary: INR 245000 - 700000 per yearly