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.