Trigent Software Inc
Website:
trigent.com
Job details:
Role Overview We are hiring an Operations Manager to lead offshore support delivery across multiple shifts. This role is responsible for SLA management, stakeholder engagement, team leadership, and continuous improvement of support operations. Key Responsibilities
- Service Delivery & Governance Own SLA/KPI performance across all support shifts Drive operational excellence and standardization of processes Ensure smooth transition during system or process changes
- Stakeholder & Vendor Management Act as the primary offshore contact for client and internal stakeholders Conduct regular performance reviews (MBR/QBR) Manage escalations and ensure timely resolution of critical issues
- Team & Resource Management Lead Shift Leads and support teams across multiple shifts Manage hiring, capacity planning, and team utilization Drive performance management and team development
- Continuous Improvement Identify process gaps and implement improvements Drive RCA and problem management initiatives Optimize tools, workflows, and support processes Required Skills & Experience 10 years in IT Operations / Support / BPO, with leadership experience Proven experience managing offshore delivery teams Strong understanding of SLA/KPI management and reporting Experience in Insurance, Fintech, or SaaS environments Excellent stakeholder management and communication skills Good to Have Exposure to CRM and integrated application ecosystems Understanding of API-based integrations and workflows Experience with process automation and transformation initiatives
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