Head of Information Technology Operations

Ekfrazo Technologies Private Limited

Website: ekfrazo.com
Job details:

Role: Head of Operations

Location: Pune- Hybrid 3 Days WFO

Exp: 10+ Years

Immediate Joiners

SUMMARY OF THE ROLE

The Head of Operations – Group Applications is responsible for leading and structuring global support operations for client’ strategic application landscape, including Coupa, SuccessFactors, Concur, DocuSign, and other Group-level platforms.

The role oversees multiple Level 2/3 support teams located primarily in India (Pune) and Chile (Santiago), ensuring efficient follow‑the‑sun coverage.

KEY RESPONSIBILITIES

Operational Leadership

• Lead, mentor, and grow support teams located in India, Europe and Chile.

• Ensure effective follow‑the‑sun operations.

• Define roles, responsibilities, and KPIs. Service Delivery & Incident Management

• Guarantee high-quality resolution of incidents and requests.

• Act as escalation point for critical issues across platforms.

• Ensure operational documentation is up to date.

Process Excellence & Governance

• Implement ITSM best practices.

• Standardize support processes globally.

• Ensure compliance with Group policies and security standards. Continuous Improvement

• Identify opportunities to improve service quality.

• Lead initiatives for ticket reduction and root-cause analysis.

• Participate in upgrade cycles and deployments.

Stakeholder Management

• Act as operational counterpart for Product Owners and business stakeholders.

• Deliver operational reporting.

• Build strong relationships across subsidiaries.

Team Development & Culture

• Foster a high-performance culture.

• Encourage collaboration between regions.

• Support training and onboarding programs.

TECHNICAL SKILLS & TOOLS

• Strong Experience with Global Platform such as Coupa, SuccessFactors, Concur, DocuSign.

• Strong command of ITSM tools: ServiceNow, Jira, Confluence.

• Understanding of integration flows and troubleshooting.

SOFT SKILLS

• Leadership and people management.

• Strong communication.

• Customer orientation.

• Problem solving.

• Adaptability and organization.

• Time Management

Academic background & Experience

• Bachelor’s or Master’s degree in IT, Business Administration, or related field.

• 10+ years of experience in IT with International companies

• Experience leading global support teams.

• Ability to work independently and collaborate with global teams

• Analytical mindset and problem-solving skills

• Fluent in English; additional language are a plus (FR, DE, NL)

Why Join Us?

• Lead global operations for critical Group applications

• Continuous Growth & Innovation: Be part of a forward-thinking team that values continuous improvement, encourages new ideas, and supports your professional development in IT governance.

• High-impact role with Group-level visibility

• Opportunity to shape follow‑the‑sun support

• Be part of a global industrial leader driving digital transformation.

• Work in a collaborative, international environment with high-impact responsibilities.

Click on Apply to know more.