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Senior Manager, Product Support

Zoek Pin Bengaluru, Karnataka

Permanent (Full time)

Posted 13 days ago

Job DescriptionWe are looking for a seasoned SaaS Operations specialist with expertise in driving SaaS Operations transition and maintain a steady state BAU of transitioned client’s operations, in a 24/7 support environment covering all aspects of production environment. The Sr. Manager, SaaS Manage Operations, will work in a fast-paced environment, and collaborate with cross-functional teams and business this role, you will lead the execution charter focused on SaaS Operations support maturity across various client’s verticals,  Practice and Project Management across multiple fast-paced execution tracks. Work across the multiple teams, integration and delivery teams and business stakeholders to prioritize issues, influence up and across the organization and synthesize a variety of technologies and capabilities into a high-quality change management experience that improves the overall Operational a seasoned SaaS Operations expert, you would own the planning and staffing operations and are custodians of transitioned accounts to ensure seamless operational support of accounts in a steady state, as per SLA commitment in SOW. Take initiatives to build relations with other teams developing an alliance to ensure Operations initiatives and interests of SaaS Operations team, are properly represented and supported. Review, enhance, and establish standard operating procedures across steady state accounts supported by SaaS Operations team, to improve incident management, change managements, and software deployment automating processes where possible to reduce support overhead and increase efficiency. Develop cross functional relations with all major departments raising the visibility of the Operations team Working with the Technical Operations management team and personnel, lead efforts to implement Center of a People Leader, you would have the passion for coaching and mentoring, create mechanisms to help the team deliver independently and help them grow. You would lead by example, inspiring the team to deliver high quality product :As a leader within the firm's SaaS Operations team, your specific responsibilities will include - Lead and mentor the SaaS Operations team directing day to day activities and over all goals as aligned with Operations and Company complex technical issues and make decisions to meet the critical requirements of scalability, availability in a multi-tenant cloud growth opportunities and support the career development of your team members responsible for the and mentoring teams and taking responsibility for issues and release commitments, impediment resolution and escalations, while ensuring clarity around priorities and goals for the entire functional with delivery teams, product management, project management and other engineering teams to develop features/functionality which fulfill the enhance SaaS technical leadership to the team to incorporate best the staffing required for teams to complete assigned tasks. Ensure all assigned personnel receive the training necessary to successfully complete the tasks which are assigned to and train engineers to increase overall team technical skillsets and stay current with technology with team and resolves customer issues as per defined service level and champion an Operations culture, promote on-going service improvements to improve quality and customer ’s degree in Computer Science or a related technical discipline. Advanced degree in Management is a + years of experience in Product/Application/SaaS Support Operations, with at least 4+ years in SaaS development and support and 7+ years of direct management of multi-functional operations team, leading 24/7 support teams, in a client facing knowledge of network, application, database, storage infrastructure in knowledge of Project Management and SDLC principles and leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and to thoroughly understand complex business and technical issues and influence decision making at all levels of the organization without formal reporting structure written and verbal communications skills to communicate with stakeholders on Project status and to influence key stakeholders and work effectively with cross-functional strong analytical and problem-solving skills when determining how best to drive working in a fast-paced environment with geographically and culturally diverse teams, and matrix Qualifications:AWS Certified Solutions Architect. Lean methodology credentials – like Six Sigma, ITIL,PMI-PMP are a knowledge of Agile tools such as Confluence and JIRA strongly knowledge of CRM, Marketing domains and passion for data, experience in managing data-centric products.

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