Sr. Support Operations Manager

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace , achieving measurable productivity, resilience, and growth in just 90 days.

Are you an operational leader who thrives at the intersection of technology, strategy, and team leadership? We are seeking a Senior Support Operations Manager in Pune to own and elevate the global support engine powering our 24/7 enterprise customers.

In this high-visibility role, you will be the operational and platform owner for our global Support Operations ecosystem. You will lead a talented team of developers and systems administrators, driving automation, workflow optimization, platform architecture, and data-driven insights. Working closely with cross-functional leaders across Engineering, Cloud Operations, Product Management, and Global Support, you will shape a seamless, scalable service delivery infrastructure.

The position will work a regular schedule that regularly aligns with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.

What You'll Do

Core Competencies & Soft Skills

- People First Leader: Proven ability to coach, mentor, and grow technical talent.
- Analytical Mindset: Structured problem-solver who uses metrics to drive operational shifts.
- Influence & Communication: Excellent English verbal and written communication skills with the ability to build rapport across cultures and executive levels.

Schedule & Working Hours

To support our global 24/7 footprint, this role is based in Pune, India and offers schedule flexibility.

- Global Overlap: Regular, structured overlap with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.

Responsibilities

Strategic Vision: Lead and manage a team of developers and system admins in configuring, enhancing, and scaling Support Delivery platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow, telephony, survey, and AI tools).; System Reliability: Ensure 99.9%+ availability, high performance, and strict data integrity across all global support applications.; Access & Security: Maintain robust governance, RBAC, change control, and audit compliance across platforms.; Process Excellence: Champion continuous improvement (Lean/Six Sigma principles) to reduce resolution times, eliminate manual steps, and optimize support workflows.; Smart Automation: Identify and execute opportunities for workflow automation, AI-assisted routing, self-service knowledge integration, and proactive customer support mechanisms.; Project Execution: Lead end-to-end execution of platform enhancements, third-party tool integrations, and major platform upgrades with zero disruption to 24/7 business operations.; Insights & BI: Design, build, and maintain real-time operational dashboards and executive metrics to empower data-driven decisions across support leadership.; Partner seamlessly with Engineering, Product Management, Cloud Operations, and Customer Success to ensure operational readiness for new software releases and feature updates.; Act as a trusted advisor to internal teams and external vendors, ensuring global adoption of standardized support workflows.

Requirements

8–12+ years of progressive experience in Support Operations, Service Delivery Engineering, or Enterprise Platform Management within global product/SaaS organizations.; 3–5+ years of direct experience managing technical teams (developers, administrators, systems analysts).; Proven track record of leading large-scale enterprise platform projects (CRM, ITSM, workforce management, telephony, business intelligence).; Strong experience operating in a global 24/7 environment, with a track record of driving cross-regional alignment.; Hands-on expertise with enterprise support platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management, Genesys/Five9, Tableau/PowerBI).; Deep understanding of release management, API integrations, data governance, and change management discipline.; Strong ability to translate complex operational data into actionable strategic insights.

Benefits

High Impact & Ownership: Drive end-to-end strategy and continuous improvement for enterprise support platforms used globally.; Leadership & Growth: Mentor and scale a high-performing technical team of platform developers and system admins.; Innovation & Automation: Lead digital transformation, automation, and AI/ML initiatives in case management, knowledge systems, and customer experience tools.; Global Collaboration: Work directly with senior enterprise leaders across North America, Europe, and Asia-Pacific.