{"id":3180632,"url":"https://alion.io/job/qad-sr-support-operations-manager","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":34,"computed_at":"2026-10-26T05:57:25Z"}},"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":"explicit","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":36000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":27},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-23T21:11:22Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T21:48:44Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\n 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.\nIn 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.\nThe 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.\nWhy You’ll Love This Role\nHigh Impact & Ownership: Drive end-to-end strategy and continuous improvement for enterprise support platforms used globally.\n\nLeadership & Growth: Mentor and scale a high-performing technical team of platform developers and system admins.\n\nInnovation & Automation: Lead digital transformation, automation, and AI/ML initiatives in case management, knowledge systems, and customer experience tools.\n\nGlobal Collaboration: Work directly with senior enterprise leaders across North America, Europe, and Asia-Pacific.\n\nWhat You'll Do:\n1. Platform Ownership & Technical Leadership\nStrategic 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).\n\nSystem Reliability: Ensure 99.9%+ availability, high performance, and strict data integrity across all global support applications.\n\nAccess & Security: Maintain robust governance, RBAC, change control, and audit compliance across platforms.\n\n2. Workflow Optimization & Automation\nProcess Excellence: Champion continuous improvement (Lean/Six Sigma principles) to reduce resolution times, eliminate manual steps, and optimize support workflows.\n\nSmart Automation: Identify and execute opportunities for workflow automation, AI-assisted routing, self-service knowledge integration, and proactive customer support mechanisms.\n\n3. Strategic Program Delivery & Analytics\nProject 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.\n\nInsights & BI: Design, build, and maintain real-time operational dashboards and executive metrics to empower data-driven decisions across support leadership.\n\n4. Cross-Functional Collaboration & Stakeholder Enablement\nPartner seamlessly with Engineering, Product Management, Cloud Operations, and Customer Success to ensure operational readiness for new software releases and feature updates.\n\nAct as a trusted advisor to internal teams and external vendors, ensuring global adoption of standardized support workflows.\n\n What We Are Looking For\nExperience:\n8-12+ years of progressive experience in Support Operations, Service Delivery Engineering, or Enterprise Platform Management within global product/SaaS organizations.\n\n3-5+ years of direct experience managing technical teams (developers, administrators, systems analysts).\n\nProven track record of leading large-scale enterprise platform projects (CRM, ITSM, workforce management, telephony, business intelligence).\n\nStrong experience operating in a global 24/7 environment, with a track record of driving cross-regional alignment.\n\nTechnical Skills:\nHands-on expertise with enterprise support platforms (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management, Genesys/Five9, Tableau/PowerBI).\n\nDeep understanding of release management, API integrations, data governance, and change management discipline.\n\nStrong ability to translate complex operational data into actionable strategic insights.\n\nCore Competencies & Soft Skills:\nPeople First Leader: Proven ability to coach, mentor, and grow technical talent.\n\nAnalytical Mindset: Structured problem-solver who uses metrics to drive operational shifts.\n\nInfluence & Communication: Excellent English verbal and written communication skills with the ability to build rapport across cultures and executive levels.\n\nSchedule & Working Hours\nTo support our global 24/7 footprint, this role is based in Pune, India and offers schedule flexibility.\nGlobal Overlap: Regular, structured overlap with AMS (US) time zones, along with touchpoints across EMEA and APAC teams as required by project milestones.\n\n How We Work\nPace and Clarity: We're a team of single-threaded owners who make quick, reversible decisions and escalate transparently.\n\nOutcomes Over Activity: We celebrate shipped value, not just presentations.\n\nOne Team: We partner deeply with our colleagues, making trade-offs explicit and working together to achieve a shared goal.\n\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":6643,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"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":"2026-10-23T21:23:48Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":34,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/qad-sr-support-operations-manager","json_url":"https://alion.io/job/qad-sr-support-operations-manager.json","meta":{"generated_at":"2026-10-27T00:15:06Z","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":154,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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"},{"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"},{"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"},{"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\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqad-sr-support-operations-manager"}]}