{"id":3791673,"url":"https://alion.io/job/qad-sr-support-operations-manager-2","title":"Sr. Support Operations Manager","company":{"id":6493,"name":"QAD","domain":"qad.com","url":"https://alion.io/company/qad","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-11-05T06:02:40Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-05T12:13:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.\n The Senior Support Operations Manager is responsible for guiding the planning, development, standardization, and continuous improvement of the tools, systems, and operational processes used by QAD Support to deliver high-quality service to customers and internal stakeholders. This role ensures that Support Operations platforms, workflows, and governance models are scalable, efficient, and aligned with QAD’s business objectives and service delivery strategy.\nThe role requires strong project management, operational governance, and analytical skills to drive cross-functional initiatives, optimize system usage, and improve operational performance across a global, 24×7 Support organization. The Support Operations Manager applies continuous improvement principles to lead incremental change cycles, improve data quality, enhance reporting and insights, and enable consistent execution of Support processes worldwide.\nThis position operates as the operational owner for Support systems and processes, partnering closely with Support leadership, Engineering, Cloud Operations, Product Management, Services, and external vendors. The Support Operations Manager ensures operational readiness for new tools, releases, and process changes, while maintaining system stability, compliance, and adoption across regions.\nGiven that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate during core business hours in the AMS region with some overlap with A/P and EMEA. Occasionally, you will be asked to adjust hours given our 24/7 nature of the business. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.\n Support Delivery Platforms Ownership and Team Leadership\nManage and guide a team of developers and system administrators responsible for the configuration, enhancement, and maintenance of Support Delivery platforms and systems.\n\nEnsure availability, reliability, and scalability of systems that enable global Support service delivery.\n\nEstablish clear ownership, standards, and accountability for Support Delivery platforms and related activities.\n\nPlatform Administration, Maintenance, and Data Integrity:\nOversee administration and maintenance of Support Delivery systems (case management, knowledge management, scheduling, telephony, reporting, and survey tools).\n\nManage user access, permissions, roles, and configurations across platforms.\n\nMaintain data integrity, accuracy, and consistency across Support systems.\n\nProgram and Project Execution:\nLead and deliver programs and projects related to Support Delivery platforms, enhancements, integrations, and upgrades.\n\nPlan, execute, and track initiatives in alignment with Support and business priorities.\n\nEnsure changes are delivered with minimal disruption to ongoing Support operations.\n\nWorkflow Optimization, Automation, and Continuous Improvement:\nDrive continuous improvement initiatives to streamline workflows and improve operational efficiency.\n\nIdentify and implement automation opportunities to reduce manual effort and improve consistency.\n\nMeasure and track the impact of optimization initiatives on Support performance.\n\nStakeholder Enablement and Cross-Functional Collaboration:\nProvide guidance, consultation, and coaching to internal and external stakeholders on effective use of Support Delivery platforms.\n\nCollaborate closely with Support Leadership, Engineering, Cloud Operations, Services, Product Management, and Program teams.\n\nEnsure platforms enable end-to-end service delivery workflows across functions.\n\nProcess, Governance, and Compliance Alignment:\nPartner with process and compliance teams to ensure Support Delivery platforms align with defined workflows, governance standards, and audit requirements.\n\nEnforce change control, configuration standards, and release discipline.\n\nSupport audits and reviews through accurate system configuration and documentation.\n\nMetrics, Reporting, and Operational Insights\nDefine and maintain operational metrics and dashboards for Support Delivery performance.\n\nAnalyze system usage, data quality, and operational trends to identify improvement opportunities.\n\nEnable data-driven decision-making for Support leadership.\n\nAny Other Duties as Assigned:\nFulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.\n\nEducation:\nBachelor’s degree in Information Systems, Computer Science, Engineering, Business Administration, or a related field.\n\nRelevant professional certifications (IT service management, systems administration, project management, or analytics) are a plus but not required.\n\nEquivalent practical experience may be considered in lieu of formal education.\n\nExperience:\n8-12 years of progressive experience in Support Operations, Service Delivery systems, enterprise applications, or related operational roles.\n\n3-5+ years of experience managing or leading teams responsible for support systems, platforms, or operational tools.\n\nProven experience leading programs or projects involving support platforms such as case management, knowledge management, workforce/scheduling, reporting, or analytics systems.\n\nExperience working in a global, 24×7 Support organization, including coordination across multiple regions and time zones.\n\nDemonstrated experience driving operational improvements, system standardization, and automation initiatives.\n\nTechnical Skills\nStrong working knowledge of support delivery platforms, such as CRM, case management, knowledge management, workforce scheduling, telephony, reporting, and survey tools.\n\nExperience with system configuration, access management, data integrity, and operational reporting.\n\nFamiliarity with integrations between support platforms and related systems (e.g., CRM, analytics, engineering, or cloud platforms).\n\nUnderstanding of release management, change control, and operational governance for production systems.\n\nAbility to interpret operational data, dashboards, and metrics to identify trends and improvement opportunities.\n\nSoft Skills:\nStrong operational leadership and team management skills, with the ability to guide technical and administrative resources.\n\nExcellent analytical and problem-solving skills, with a focus on practical, scalable solutions.\n\nStrong communication skills, with the ability to clearly explain complex system or process topics to both technical and non-technical stakeholders.\n\nProven ability to collaborate cross-functionally and influence outcomes without direct authority.\n\nStrong organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.\n\nContinuous improvement mindset, with a proactive approach to identifying gaps and driving incremental change.\n\n Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.\nOpportunity to join a growing business, launching into its next phase of expansion and transformation.\nCollaborative culture of smart and hard-working people who support one another to get the job done.\nAn atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.\nCompensation packages based on experience and desired skill set\nAbout QAD:\nQAD | 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.\nQAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.\nWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.","description_format":"text","description_chars":8802,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","ERP & Business Management Software","Supply Chain & Logistics Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-11-05T06:54:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:5","win:early"],"computed_at":"2026-11-05T17:17:37Z"},"pay":null,"html_url":"https://alion.io/job/qad-sr-support-operations-manager-2","json_url":"https://alion.io/job/qad-sr-support-operations-manager-2.json","meta":{"generated_at":"2026-11-05T17:17:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22617,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6493},"rest":"https://alion.io/mcp/rest/get_company?id=6493"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fqad-sr-support-operations-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fqad-sr-support-operations-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fqad-sr-support-operations-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/qad-sr-support-operations-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqad-sr-support-operations-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3791673}},{"tool":"search_jobs","arguments":{"company":"qad.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3791673},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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