Website:
syncup.in
Job details:
Qualifications
Support Delivery Platforms Ownership and Team Leadership
- Manage and guide a team of developers and system administrators responsible for the configuration, enhancement, and maintenance of Support Delivery platforms and systems.
- Ensure availability, reliability, and scalability of systems that enable global Support service delivery.
- Establish clear ownership, standards, and accountability for Support Delivery platforms and related activities.
Platform Administration, Maintenance, and Data Integrity:
- Oversee administration and maintenance of Support Delivery systems (case management, knowledge management, scheduling, telephony, reporting, and survey tools).
- Manage user access, permissions, roles, and configurations across platforms.
- Maintain data integrity, accuracy, and consistency across Support systems.
Program and Project Execution:
- Lead and deliver programs and projects related to Support Delivery platforms, enhancements, integrations, and upgrades.
- Plan, execute, and track initiatives in alignment with Support and business priorities.
- Ensure changes are delivered with minimal disruption to ongoing Support operations.
Workflow Optimization, Automation, and Continuous Improvement:
- Drive continuous improvement initiatives to streamline workflows and improve operational efficiency.
- Identify and implement automation opportunities to reduce manual effort and improve consistency.
- Measure and track the impact of optimization initiatives on Support performance.
Stakeholder Enablement and Cross-Functional Collaboration:
- Provide guidance, consultation, and coaching to internal and external stakeholders on effective use of Support Delivery platforms.
- Collaborate closely with Support Leadership, Engineering, Cloud Operations, Services, Product Management, and Program teams.
- Ensure platforms enable end-to-end service delivery workflows across functions.
Process, Governance, and Compliance Alignment:
- Partner with process and compliance teams to ensure Support Delivery platforms align with defined workflows, governance standards, and audit requirements.
- Enforce change control, configuration standards, and release discipline.
- Support audits and reviews through accurate system configuration and documentation.
Metrics, Reporting, and Operational Insights
- Define and maintain operational metrics and dashboards for Support Delivery performance.
- Analyze system usage, data quality, and operational trends to identify improvement opportunities.
- Enable data-driven decision-making for Support leadership.
Any Other Duties as Assigned:
- Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.
Education:
- Bachelor’s degree in Information Systems, Computer Science, Engineering, Business Administration, or a related field.
- Relevant professional certifications (IT service management, systems administration, project management, or analytics) are a plus but not required.
- Equivalent practical experience may be considered in lieu of formal education.
Experience:
- 8–12 years of progressive experience in Support Operations, Service Delivery systems, enterprise applications, or related operational roles.
- 3–5+ years of experience managing or leading teams responsible for support systems, platforms, or operational tools.
- Proven experience leading programs or projects involving support platforms such as case management, knowledge management, workforce/scheduling, reporting, or analytics systems.
- Experience working in a global, 24×7 Support organization, including coordination across multiple regions and time zones.
- Demonstrated experience driving operational improvements, system standardization, and automation initiatives.
Technical Skills
- Strong working knowledge of support delivery platforms, such as CRM, case management, knowledge management, workforce scheduling, telephony, reporting, and survey tools.
- Experience with system configuration, access management, data integrity, and operational reporting.
- Familiarity with integrations between support platforms and related systems (e.g., CRM, analytics, engineering, or cloud platforms).
- Understanding of release management, change control, and operational governance for production systems.
- Ability to interpret operational data, dashboards, and metrics to identify trends and improvement opportunities.
Soft Skills:
- Strong operational leadership and team management skills, with the ability to guide technical and administrative resources.
- Excellent analytical and problem-solving skills, with a focus on practical, scalable solutions.
- Strong communication skills, with the ability to clearly explain complex system or process topics to both technical and non-technical stakeholders.
- Proven ability to collaborate cross-functionally and influence outcomes without direct authority.
- Strong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.
- Continuous improvement mindset, with a proactive approach to identifying gaps and driving incremental change.
Additional Information
- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
- Opportunity to join a growing business, launching into its next phase of expansion and transformation.
- Collaborative culture of smart and hard-working people who support one another to get the job done.
- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
- Compensation packages based on experience and desired skill set
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