155 Freshservice Jobs

Senior Engineer - Cloud Operations (Platform Support)As a Cloud Operations Engineer in our Cloud Operations Center, you will be a key player in ensuring the 24x7x365 smooth operation of Saviynt’s Enterprise Identity Cloud. This role focuses on maintaining the stability, performance, and reliability of our platform with a strong emphasis on application layer support and operational ownership. You will be working closely with other operations team members, development, and engineering to resolve issues, implement improvements, and provide exceptional support. This is an opportunity for someone who enjoys operational challenges and problem-solving in a dynamic cloud environment and wants to see their work through to completion. WHAT YOU WILL BE DOING · Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods). · Analyze application and DB (RDS, MySQL) performance issues.Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions. · Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues. · Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP. · Effectively participate and contribute in on-call escalations with a strong operational mindset and provide technical guidance during critical incidents. · Proactively communicate with customers on technical issues when required. · Ability to guide junior engineers when needed technically. · Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation. · Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment. · Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times. · Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures. · Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.Maintain operational documentation, including system diagrams, contact lists, and escalation paths. · Ensure compliance with relevant security and compliance policies. · Plan and coordinate scheduled maintenance activities with minimal impact to service availability. WHAT YOU BRING · Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. · Minimum of 3+ years of experience in IT/Cloud operations and application support (specifically Java apps), with knowledge of cloud infrastructure (AWS and Azure). · Strong experience with application support (Java, Grails, Hibernate) and performance analysis in a production environment, able to pinpoint a performance degradation through analysis. · Strong understanding of cloud computing concepts, architectures, and services on both AWS and Azure platforms. · Working knowledge of containerization and orchestration technologies, specifically Kubernetes.End-to-end technical accountability and operational ownership.Willingness to work in a 24/7 operating model. · Experience managing and troubleshooting network connectivity, including VPNs and connections to external networks. · Familiarity with monitoring tools and practices, with experience in setting up and responding to alerts. · Hands-on experience with log management and analysis tools, preferably Elastic Search. · Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring. · Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes. · Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.Experience with Grafana systems and dashboards is a plus. · Strong communication (written and verbal), interpersonal, and presentation skills. · Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment. · Experience in developing and documenting operational procedures and runbooks. · Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus. · Experience working in a SaaS environment is highly desirable. · Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring. · Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes. · Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.Experience with Grafana systems and dashboards is a plus. · Strong communication (written and verbal), interpersonal, and presentation skills. · Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment. · Experience in developing and documenting operational procedures and runbooks. · Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus. · Experience working in a SaaS environment is highly desirable. We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $Min,000 - $Max,000 annually. You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.If required for this role, you will:Complete security & privacy literacy and awareness training during onboarding and annually thereafterReview (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy> Incident Response Policy/Procedures> Business Continuity/Disaster Recovery Policy/Procedures> Mobile Device Policy> Account Management Policy> Access Control Policy> Personnel Security Policy> Privacy Policy Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work that directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us! Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Pinnacle Group exists to connect people with opportunity. For the last 25 years, we've done exactly that by living our core values of putting people first, delivering excellence in all we do, and giving back to the communities in which we live and work. We are a leading workforce solutions company supporting the talent needs of global leaders in financial services, technology, communications, utilities, and transportation and we are one of the largest women and minority-owned companies in our industry. Our team of service-driven, energetic, and diverse professionals is well-respected in our industry and our leadership team is aligned and focused on taking the company to the next level. If you're looking for a new opportunity where you can truly make a difference, we hope you'll apply for a position with us. Job Summary Core Competencies Administer and Manage FreshService SaaS Application. IT Service Management Methodologies: ITIL, Incident Management, Change Management, and Problem Management. Enterprise Service Management Methodologies: Knowledge Management, Asset Management, and Alert Management. Azure Cloud Services: Identity and Access Management, Azure Active Directory (Entra ID), Azure Assets, Role Based Access Control. FreshService Administration Administration and oversight of all FreshService modules, including but not limited to Incident, Change, Problem, Alert, Management modules. Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies. Setting up Hardware and Software asset management within FreshService Create documentation of FreshService configuration, end user articles, and guides. Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system. FreshService Consultant Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally. Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces. Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau. Conduct root-cause analysis to identify systemic issues and prevent future incidents. Create analysis and trending reports for assigned unit. Copilot the FreshService internal user group with IT Services team.

Type : Full Time Location : Noida Job Summary: The L2 IT Support Engineer is responsible for handling escalated technical support incidents that cannot be resolved by L1 support. This role involves deeper troubleshooting of hardware, software, network, and server issues, supporting business-critical applications, and ensuring timely resolution of problems. The L2 engineer also collaborates with L3 teams and may contribute to infrastructure maintenance, system upgrades, and process improvements. Key Responsibilities: Handle escalated support requests from L1, ensuring timely resolution within SLAs. Troubleshoot intermediate to complex issues involving desktops, laptops, operating systems, printers, and mobile devices. Administer and support Active Directory, DNS, DHCP, Group Policies, and user account management. Provide support for enterprise applications (e.g., Outlook, Office 365, collaboration tools, antivirus systems). Perform installation, configuration, and maintenance of hardware and software systems. Manage remote and on-site support for end-users across locations. Monitor system performance and assist with proactive maintenance activities. Collaborate with L3 teams for unresolved issues or infrastructure-related tasks. Maintain accurate documentation of issues, solutions, asset inventory, and configurations. Create and maintain technical documentation, SOPs, and knowledge base articles. Assist in software patching, security updates, and compliance activities. Participate in IT projects including migrations, deployments, and audits. Train and mentor L1 support staff when needed. Required Skills & Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. 3-5 years of experience in IT support or infrastructure roles. Strong understanding of Windows OS (client and server editions), Office 365, and AD. Good knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs). Familiarity with endpoint security tools and system backup solutions. Experience with remote desktop tools (RDP, TeamViewer, AnyDesk, etc.). Proficiency with ticketing tools such as ServiceNow, JIRA, Freshservice, or Zendesk. Strong problem-solving skills and ability to work under pressure. Excellent communication and documentation skills. Preferred Qualifications (Nice to Have): Microsoft Certifications (MCP, MCSA, or equivalent) ITIL v3/v4 Foundation Certification Exposure to virtualization platforms (VMware, Hyper-V) Basic PowerShell scripting knowledge Experience with cloud platforms like Microsoft Azure or AWS Familiarity with monitoring tools (e.g., SolarWinds, PRTG) Show more Show less

📍 Onsite | US Hours | Growth Opportunity About Cintra Cintra Software & Services is a global leader in multi-cloud infrastructure and database modernization. We help businesses transition to cutting-edge cloud solutions, ensuring security, compliance, and operational efficiency . Join our dynamic IT team and contribute to innovative technology solutions while working in a collaborative environment ! About The Role We are seeking a Microsoft 365 System Administrator with strong expertise in the Microsoft 365 suite , especially around security, compliance, and governance tools such as Microsoft Defender, Purview , and policy management . The ideal candidate will play a key role in maintaining and optimizing our Microsoft 365 environment while ensuring our systems remain secure and compliant . Key Responsibilities 🔹 Microsoft 365 Administration Administer and monitor core Microsoft 365 services (Teams, SharePoint, Exchange Online, OneDrive) Manage and optimize Microsoft Defender, Purview, and Microsoft 365 compliance and policy features Handle HubSpot, LinkedIn Learning, and FreshService integrations Ensure best practices around DLP, eDiscovery, and data governance policies 🔹 Security & Compliance Implement and maintain Microsoft 365 security tools such as Defender for Office 365, Purview, and compliance policies Manage Conditional Access, MFA, and security baselines Conduct regular audits and reports to ensure compliance Monitor vulnerabilities and coordinate timely remediation 🔹 User Access & Support Oversee user access management and permissions across Teams, SharePoint, and Intune Support user onboarding/offboarding, issue resolution, and system-related support needs Collaborate with internal IT teams for automation and process improvement projects What You Bring 2+ years of hands-on experience in Microsoft 365 administration Deep understanding of Microsoft 365 security and compliance tools (Defender, Purview, Policies) Proficiency with Teams, OneDrive, Exchange Online, and SharePoint Familiarity with user access, endpoint management, and M365 best practices Strong problem-solving and documentation skill Nice to Have Experience with SharePoint administration Microsoft Certifications (MS-102, SC-300, etc.) Exposure to automation tools like Power Automate or reporting via Microsoft Graph API Why Join Cintra? 🚀 Work on meaningful IT security and compliance initiatives 💡 Contribute to a dynamic, collaborative, and forward-thinking environment 📈 Grow your expertise in Microsoft 365 technologies and solutions Join us and take your Microsoft 365 security and compliance skills to the next level! Apply today. #TeamCintra Cintra Software & Services is an Equal Employment Opportunity Employer.

Key Responsibilities: Maintain and update records of IT assets (hardware and software) in the asset management system Assist in tagging, labeling, and auditing physical assets like laptops, desktops, printers, and networking devices Coordinate with procurement and IT teams for new asset deployment and disposals Track asset allocation, movement, returns, and ownership across departments Help ensure compliance with software licensing agreements and internal IT policies Support inventory audits, reconciliations, and reporting tasks Respond to queries related to asset availability, assignments, or status Assist in generating monthly or ad-hoc reports related to asset utilization and lifecycle status Maintain proper documentation for onboarding, transfer, and decommissioning of assets Required Skills & Qualifications: Bachelor's degree in IT, Computer Science, or related field Strong attention to detail and organizational skills Basic understanding of IT hardware and software types Proficiency in Excel or spreadsheet tools Familiarity with IT asset management tools (advantage, not mandatory) Good communication and coordination skills

Type : Full Time Location : Hyderabad Job Summary: The L2 IT Support Engineer is responsible for handling escalated technical support incidents that cannot be resolved by L1 support. This role involves deeper troubleshooting of hardware, software, network, and server issues, supporting business-critical applications, and ensuring timely resolution of problems. The L2 engineer also collaborates with L3 teams and may contribute to infrastructure maintenance, system upgrades, and process improvements. Key Responsibilities: Handle escalated support requests from L1, ensuring timely resolution within SLAs. Troubleshoot intermediate to complex issues involving desktops, laptops, operating systems, printers, and mobile devices. Administer and support Active Directory, DNS, DHCP, Group Policies, and user account management. Provide support for enterprise applications (e.g., Outlook, Office 365, collaboration tools, antivirus systems). Perform installation, configuration, and maintenance of hardware and software systems. Manage remote and on-site support for end-users across locations. Monitor system performance and assist with proactive maintenance activities. Collaborate with L3 teams for unresolved issues or infrastructure-related tasks. Maintain accurate documentation of issues, solutions, asset inventory, and configurations. Create and maintain technical documentation, SOPs, and knowledge base articles. Assist in software patching, security updates, and compliance activities. Participate in IT projects including migrations, deployments, and audits. Train and mentor L1 support staff when needed. Required Skills & Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field. 3-5 years of experience in IT support or infrastructure roles. Strong understanding of Windows OS (client and server editions), Office 365, and AD. Good knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs). Familiarity with endpoint security tools and system backup solutions. Experience with remote desktop tools (RDP, TeamViewer, AnyDesk, etc.). Proficiency with ticketing tools such as ServiceNow, JIRA, Freshservice, or Zendesk. Strong problem-solving skills and ability to work under pressure. Excellent communication and documentation skills. Preferred Qualifications (Nice to Have): Microsoft Certifications (MCP, MCSA, or equivalent) ITIL v3/v4 Foundation Certification Exposure to virtualization platforms (VMware, Hyper-V) Basic PowerShell scripting knowledge Experience with cloud platforms like Microsoft Azure or AWS Familiarity with monitoring tools (e.g., SolarWinds, PRTG

Type : Full Time Location : Noida Job Summary: The L2 IT Support Engineer is responsible for handling escalated technical support incidents that cannot be resolved by L1 support. This role involves deeper troubleshooting of hardware, software, network, and server issues, supporting business-critical applications, and ensuring timely resolution of problems. The L2 engineer also collaborates with L3 teams and may contribute to infrastructure maintenance, system upgrades, and process improvements. Key Responsibilities: Handle escalated support requests from L1, ensuring timely resolution within SLAs. Troubleshoot intermediate to complex issues involving desktops, laptops, operating systems, printers, and mobile devices. Administer and support Active Directory, DNS, DHCP, Group Policies, and user account management. Provide support for enterprise applications (e.g., Outlook, Office 365, collaboration tools, antivirus systems). Perform installation, configuration, and maintenance of hardware and software systems. Manage remote and on-site support for end-users across locations. Monitor system performance and assist with proactive maintenance activities. Collaborate with L3 teams for unresolved issues or infrastructure-related tasks. Maintain accurate documentation of issues, solutions, asset inventory, and configurations. Create and maintain technical documentation, SOPs, and knowledge base articles. Assist in software patching, security updates, and compliance activities. Participate in IT projects including migrations, deployments, and audits. Train and mentor L1 support staff when needed. Required Skills & Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field. 3-5 years of experience in IT support or infrastructure roles. Strong understanding of Windows OS (client and server editions), Office 365, and AD. Good knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs). Familiarity with endpoint security tools and system backup solutions. Experience with remote desktop tools (RDP, TeamViewer, AnyDesk, etc.). Proficiency with ticketing tools such as ServiceNow, JIRA, Freshservice, or Zendesk. Strong problem-solving skills and ability to work under pressure. Excellent communication and documentation skills. Preferred Qualifications (Nice to Have): Microsoft Certifications (MCP, MCSA, or equivalent) ITIL v3/v4 Foundation Certification Exposure to virtualization platforms (VMware, Hyper-V) Basic PowerShell scripting knowledge Experience with cloud platforms like Microsoft Azure or AWS Familiarity with monitoring tools (e.g., SolarWinds, PRTG)

Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Job Description At Freshservice, we’re on a mission to uncomplicate enterprise software. We believe powerful tools don’t have to come with a steep learning curve and that great design is the bridge between complexity and clarity. Freshservice is a modern, intuitive AI-powered ITSM platform from Freshworks, trusted by thousands of organizations globally. Recognized for ease of setup and simplicity at scale, we are doubling down on design as a strategic differentiator, especially as we deepen our footprint with large, sophisticated enterprises. If you’re someone who craves the challenge of transforming complexity into elegant, user-centered solutions, and you believe enterprise users deserve the same quality of experience as consumers, this is the role for you. We are seeking a visionary and experienced Director of Product Design to lead the strategy and execution for our Managed Service Provider (MSP) and Employee Service Management (ESM) product suites. In this senior leadership role, you will be responsible for building and mentoring a world-class design team, defining the long-term design vision, and ensuring our products deliver exceptional value and an unparalleled user experience. You will be the primary design leader for two critical domains: the complex, efficiency-driven world of MSPs who manage IT for multiple clients, and the user-centric, service-oriented world of ESM for internal employees. The ideal candidate is a master of simplifying complexity and a passionate advocate for user-centered design, with deep experience in the B2B SaaS landscape. Roles & Responsibilities 1. Vision & Strategy: Define, articulate, and drive the holistic design vision and strategy for the MSP and ESM product portfolios, ensuring alignment with overall product and business objectives. Champion a culture of design excellence, innovation, and deep user empathy across the organization. Partner with VPs of Product and Engineering to shape the product roadmap, identify new opportunities, and ensure a cohesive user experience across all touchpoints. Present and defend design strategies and decisions to executive leadership, using data and user research to build compelling narratives. 2. Team Leadership & Mentorship: Lead, mentor, and grow a high-performing team of 10+ product designers, UX researchers, and design managers. Foster a collaborative and inclusive environment that encourages creative thinking, professional growth, and autonomy. Establish and manage design team operational rhythms, including critiques, reviews, and planning, to ensure high-quality output and predictable delivery. 3. Design Execution & Process: Oversee the end-to-end design process, from discovery and user research to high-fidelity prototyping, testing, and implementation. Drive the creation of intuitive, efficient, and elegant user experiences tailored to the specific needs of MSP & ESM users. Champion and govern the evolution of our design system, ensuring consistency, scalability, and quality across the MSP and ESM product suites. Integrate quantitative data and qualitative user insights into the design process to make informed, evidence-based decisions. Qualifications Experience : 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Senior Design Manager, Head of Design, Director) managing and mentoring design teams. Domain Expertise : Proven experience designing complex, large-scale B2B SaaS applications. Direct experience in ITSM, MSP, or ESM platforms is highly preferred. Portfolio : A strong portfolio of work demonstrating your leadership and direct contribution to designing successful enterprise-grade products that solve complex user problems. Leadership : Demonstrated success in building and scaling design teams, attracting top talent, and fostering a positive team culture. Strategic Thinking : Ability to operate at both a high strategic level and a detailed tactical level. Education : Bachelor’s or Master’s degree in Design, HCI, Computer Science, or a related field. Skill Inventory Design Leadership & Strategy Strategic Vision - Ability to define a multi-year design strategy and inspire teams to execute it. Team Development - Expertise in hiring, mentoring, and scaling a high-performing design organization. Design Evangelism - Championing the value of design across the company and influencing key stakeholders. Stakeholder Management - Building strong relationships and alignment with executive, product, and engineering leaders. Core Design Skills UX Strategy & Research - Mastery of user research methodologies and the ability to translate insights into strategy. Interaction & UI Design - A strong eye for visual design and a deep understanding of interaction principles for complex applications. Design Systems - Experience building, maintaining, and driving adoption of a comprehensive design system. Data-Informed Design - Proficiency in using analytics, A/B testing, and user feedback to guide design decisions. Domain Knowledge B2B SaaS - Deep understanding of SaaS business models, metrics, and product development cycles. MSP/ESM/ITSM - Knowledge of MSP workflows (multi-tenancy, automation, RMM, PSA) and ESM/ITSM principles (service catalogs, self-service portals, ticketing). Soft Skills Communication & Storytelling - Exceptional ability to articulate complex design concepts clearly and persuasively to any audience. Influence & Negotiation - Ability to drive consensus and advocate for user needs in a cross-functional environment. Problem-Solving - A systematic approach to deconstructing complex problems and leading a team to find elegant solutions. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Job Description At Freshservice, we’re on a mission to uncomplicate enterprise software. We believe powerful tools don’t have to come with a steep learning curve and that great design is the bridge between complexity and clarity. Freshservice is a modern, intuitive AI-powered ITSM platform from Freshworks, trusted by thousands of organizations globally. Recognized for ease of setup and simplicity at scale, we are doubling down on design as a strategic differentiator, especially as we deepen our footprint with large, sophisticated enterprises. If you’re someone who craves the challenge of transforming complexity into elegant, user-centered solutions, and you believe enterprise users deserve the same quality of experience as consumers, this is the role for you. We are seeking a visionary and experienced Director of Product Design to lead the strategy and execution for our Managed Service Provider (MSP) and Employee Service Management (ESM) product suites. In this senior leadership role, you will be responsible for building and mentoring a world-class design team, defining the long-term design vision, and ensuring our products deliver exceptional value and an unparalleled user experience. You will be the primary design leader for two critical domains: the complex, efficiency-driven world of MSPs who manage IT for multiple clients, and the user-centric, service-oriented world of ESM for internal employees. The ideal candidate is a master of simplifying complexity and a passionate advocate for user-centered design, with deep experience in the B2B SaaS landscape. Roles & Responsibilities 1. Vision & Strategy: Define, articulate, and drive the holistic design vision and strategy for the MSP and ESM product portfolios, ensuring alignment with overall product and business objectives. Champion a culture of design excellence, innovation, and deep user empathy across the organization. Partner with VPs of Product and Engineering to shape the product roadmap, identify new opportunities, and ensure a cohesive user experience across all touchpoints. Present and defend design strategies and decisions to executive leadership, using data and user research to build compelling narratives. 2. Team Leadership & Mentorship: Lead, mentor, and grow a high-performing team of 10+ product designers, UX researchers, and design managers. Foster a collaborative and inclusive environment that encourages creative thinking, professional growth, and autonomy. Establish and manage design team operational rhythms, including critiques, reviews, and planning, to ensure high-quality output and predictable delivery. 3. Design Execution & Process: Oversee the end-to-end design process, from discovery and user research to high-fidelity prototyping, testing, and implementation. Drive the creation of intuitive, efficient, and elegant user experiences tailored to the specific needs of MSP & ESM users. Champion and govern the evolution of our design system, ensuring consistency, scalability, and quality across the MSP and ESM product suites. Integrate quantitative data and qualitative user insights into the design process to make informed, evidence-based decisions. Qualifications Experience : 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Senior Design Manager, Head of Design, Director) managing and mentoring design teams. Domain Expertise : Proven experience designing complex, large-scale B2B SaaS applications. Direct experience in ITSM, MSP, or ESM platforms is highly preferred. Portfolio : A strong portfolio of work demonstrating your leadership and direct contribution to designing successful enterprise-grade products that solve complex user problems. Leadership : Demonstrated success in building and scaling design teams, attracting top talent, and fostering a positive team culture. Strategic Thinking : Ability to operate at both a high strategic level and a detailed tactical level. Education : Bachelor’s or Master’s degree in Design, HCI, Computer Science, or a related field. Skill Inventory Design Leadership & Strategy Strategic Vision - Ability to define a multi-year design strategy and inspire teams to execute it. Team Development - Expertise in hiring, mentoring, and scaling a high-performing design organization. Design Evangelism - Championing the value of design across the company and influencing key stakeholders. Stakeholder Management - Building strong relationships and alignment with executive, product, and engineering leaders. Core Design Skills UX Strategy & Research - Mastery of user research methodologies and the ability to translate insights into strategy. Interaction & UI Design - A strong eye for visual design and a deep understanding of interaction principles for complex applications. Design Systems - Experience building, maintaining, and driving adoption of a comprehensive design system. Data-Informed Design - Proficiency in using analytics, A/B testing, and user feedback to guide design decisions. Domain Knowledge B2B SaaS - Deep understanding of SaaS business models, metrics, and product development cycles. MSP/ESM/ITSM - Knowledge of MSP workflows (multi-tenancy, automation, RMM, PSA) and ESM/ITSM principles (service catalogs, self-service portals, ticketing). Soft Skills Communication & Storytelling - Exceptional ability to articulate complex design concepts clearly and persuasively to any audience. Influence & Negotiation - Ability to drive consensus and advocate for user needs in a cross-functional environment. Problem-Solving - A systematic approach to deconstructing complex problems and leading a team to find elegant solutions. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Job Description Key Responsibilities : Lead the IT operations team to ensure the continuous availability, reliability, and performance of technology infrastructure and services. Oversee data center management, network architecture, storage systems, virtualization, and server infrastructure (on-premise and cloud-based). Manage and monitor cloud infrastructure (AWS/Azure/Google Cloud) ensuring optimal performance, scalability, and cost-efficiency. Ensure proper implementation of ITIL-based practices such as incident management, problem management, change management, and service level agreements (SLAs). Drive automation and monitoring initiatives to improve system uptime, proactive issue resolution, and incident prevention. Develop and implement robust backup and disaster recovery strategies aligned with business continuity requirements. Coordinate with cybersecurity teams to enforce security best practices, threat mitigation, and compliance with data protection regulations. Maintain vendor relationships for hardware, software, network services, and third-party IT solutions, ensuring SLA compliance and cost optimization. Support ERP, CRM, and other enterprise applications from an infrastructure and availability perspective. Establish governance frameworks, policies, and SOPs for technology operations and ensure their consistent application. Participate in IT budgeting, forecasting, and cost control initiatives. Provide technical leadership, mentoring, and performance management of the TechOps team. Collaborate with other IT and business leaders to align infrastructure strategy with organizational goals. Lead RCA (Root Cause Analysis) and ensure continuous improvement for all major incidents and Skills & Competencies : Strong understanding of enterprise IT infrastructure, including networking, servers, storage, databases, cloud, and endpoint systems. Proficiency in managing cloud services (AWS, Azure, GCP), containerized environments (Docker, Kubernetes), and hybrid setups. Hands-on experience with monitoring tools (Nagios, Zabbix, SolarWinds, etc.) and automation tools (Ansible, Terraform, etc.) Expertise in ITIL frameworks, service management tools (ServiceNow, Freshservice), and SLA reporting. In-depth knowledge of cybersecurity best practices and compliance frameworks (ISO 27001, GDPR, etc.) Excellent leadership, communication, vendor negotiation, and problem-solving skills. Proven ability to manage cross-functional teams and large-scale IT operations in a dynamic : Bachelors degree in Computer Science, Information Technology, Engineering, or related field (Masters degree preferred). Certifications such as ITIL v4, PMP, AWS/Azure Certified Solutions Architect, or equivalent are highly desirable. Minimum of 6 years of progressive experience in IT operations, with at least 45 years in a senior leadership/management capacity (ref:hirist.tech)

Please email your resume to: hr@sanganan.co.in 🚀 Open Positions 1. Team Lead – IT Support (Microsoft 365 / Azure) Reports To: Head of Managed Services & Support Key Responsibilities: Lead a team of L2/L3 engineers delivering Microsoft 365 and Azure support. Own escalations and ensure end-to-end incident resolution. Monitor ticket SLAs, response quality, and customer satisfaction. Plan 24x7 shift/standby rosters and oversee rotation. Coordinate with internal teams (Sales, Projects, Security). Drive team coaching, documentation standards, and SOPs. Must-Have: 5+ years of IT support experience, 1–2 years in leadership. Strong expertise in Microsoft 365 (Exchange, Intune, Teams, SharePoint) and Azure (Entra ID, VM, networking). Excellent spoken and written English – clear and professional communication is a must. Experience managing support teams and planning rotations. Good-to-Have: Microsoft certifications (e.g. MS-101, AZ-104, SC-series) Familiarity with Jira, Freshservice, ServiceNow Exposure to managed services, documentation, SOP design Best-to-Have: Fortinet experience (FortiGate firewall, VPN, policies) Familiarity with Defender for Endpoint, Sentinel, Purview Prior SOC or cybersecurity support experience 2. IT Support Engineer – Microsoft 365 / Azure (L2/L3) Reports To: Team Lead – IT Support We are hiring engineers across Level 2 and Level 3 support tiers. Internally designated as L2/L3; externally positioned as L1/L2 to clients. Key Responsibilities – L2: Troubleshoot Microsoft 365 issues (Teams, Outlook, SharePoint, OneDrive, Intune). Manage device onboarding, MFA, Conditional Access. Communicate effectively via phone/email and document resolutions. Escalate critical issues to L3 or vendors. Key Responsibilities – L3: Deep-dive troubleshooting and advanced Azure/M365 configurations. Handle escalated or high-impact incidents. Execute support for projects (tenant migrations, VM setup, scripting). Use PowerShell for automation and diagnostics. Must-Have: 3+ years in IT support with Microsoft 365/Azure. Strong English communication (written & spoken). Experience with admin centers, Intune, Entra ID, Azure VMs, basic PowerShell. Willingness to work in shift/standby coverage as needed. Good-to-Have: Microsoft certifications (e.g. MS-100, AZ-104, SC-300) Experience with managed services or client-facing support Familiarity with ticketing systems and knowledge bases Best-to-Have: Fortinet firewall (VPN, policy config) Microsoft security tools (Sentinel, Defender, Purview) SOC background or experience with security triage and alerts

Must have skills:- AWS, Palo Alto, Prisma, Firewall and cloud security certification Key Responsibilities: · Cloud Architecture & Design: o Develop and design hybrid cloud reference architecture and define target state AWS and Azure architecture. o Design and implement cloud architecture solutions to meet organizational needs, ensuring scalability, security, and cost-effectiveness. o Collaborate with enterprise architects and IT teams to integrate cloud solutions with existing infrastructure. o Experience with private and public cloud architectures, microservices architecture, and hybrid cloud integration. · Monitoring: o Lead cloud projects, including planning, execution, and monitoring support with Knowledge of DevOps and Monitoring tools like Site24x7, DataDog, FreshService, etc. o Develop and execute strategies based on detailed analysis, using workload automation tools and monitoring tools. o Serve as the primary point of contact for all matters related to cloud computing, offering expert guidance and support to internal teams and clients. o Collaborate with cross-functional teams to troubleshoot and resolve complex cloud-related issues. o Conduct assessments of existing cloud infrastructure, identify areas for improvement, and implement optimization strategies to enhance performance, reliability, and efficiency. o Stay abreast of the latest cloud technologies, trends, and best practices, and provide recommendations for their adoption as appropriate. · Cloud Management & Optimization: o Monitor and manage cloud infrastructure to ensure optimal performance and availability. o Implement best practices for cloud management, including cost management, security policies, and resource optimization. o Conduct regular assessments and audits of cloud environments. o Provide guidance and recommendations on optimizing cloud resources for cost efficiency and performance. · Technical Support & Troubleshooting: o Provide advanced technical support and troubleshooting for cloud-related issues. o Act as a point of escalation for complex cloud problems. · Security & Compliance: o Implement and maintain robust security measures to protect cloud data and applications. o Implement and manage security controls such as access controls, encryption, vulnerability management, and incident response o Ensure cloud solutions comply with security standards, regulatory requirements such as such as ISO 27001, PCI DSS, and HIPAA o Conduct regular security assessments of AWS and Azure environments to identify vulnerabilities and risks o Integrate and manage third-party security solutions like Palo Alto VM and CN series firewall, Prisma, and F5 security with AWS and Azure environments. o Conduct security awareness training and education programs for employees. · Innovation & Continuous Improvement: o Stay updated with the latest trends and developments in cloud computing. o Recommend and implement innovative cloud solutions to enhance business operations. o Drive continuous improvement initiatives to optimize cloud performance and efficiency. · Mentorship: o Provide mentorship to team and stakeholders on cloud technologies and best practices. o Develop documentation and relevant materials to support cloud initiatives. · Collaboration & Communication: o Work closely with cross-functional teams to deliver comprehensive cloud solutions. o Communicate effectively with stakeholders to understand business requirements and translate them into cloud solutions. o Manage client interactions, requirement gathering discussions, and influence client evaluation criteria and decision-making. o Participate in pre-sales activities, including solution design, proposal development, and client presentations. o Willing and adaptable to work in various shifts as required. o Participate in on-call rotation and provide off-hours support as needed. Technical Skills: o In-depth knowledge of cloud architecture, services, security and deployment models. o Experience with cloud platforms like AWS, Azure, Google Cloud Platform (GCP). o Proficiency with Cloud and DevOps monitoring tools like, New Relic, Site24x7, Datadog, etc o Good understanding of ITIL frameworks and ITSM tools like ServiceNow and FreshService. o Proficiency with third-party security solutions like Palo Alto VM and CN series firewall, Prisma, and F5 security is must. o Proficiency with infrastructure as code (IaC) tools such as Terraform, CloudFormation, or ARM templates. o Strong understanding of security frameworks and standards such as ISO 27001, PCI DSS, and HIPAA. o Strong understanding of networking, virtualization, and storage in cloud environments. o Familiarity with DevOps and Agile methodologies, processes, and tools such as CI/CD pipelines, Jenkins, Docker, and Kubernetes. o Experience in Linux administration and Bash/Powershell scripting. o Good understanding of Coding languages like C, Python, Java or Javascript. o Experience creating, deploying, and operating large-scale applications on AWS/Azure/GCP. o Hands-on experience in setting up and using DevOps-related tools and processes. · Certifications: o Relevant cloud certifications such as AWS Certified Solutions Architect – Professional, Microsoft Certified: Azure Solutions Architect Expert, Google Cloud Certified, or similar. o Experience with DevOps Tools & Technologies (Git, Docker, Kubernetes, CI/CD Tools, Terraform) o Experience with ITSM and Monitoring Tools (FreshService, ServiceNow, Site24x7, Datadog) o Experience with scripting languages (e.g., Python, Bash) is a plus. o Terraform Certified (Good to have). · Soft Skills: o Excellent problem-solving and analytical skills. o Strong communication, presentation, and writing skills. o Ability to work independently and as part of a team. o Strong project management and organizational skills. o Ability to work with geographically dispersed teams and possess cross-cultural competence. o Proactiveness and a passion for learning new technologies. o A strong stage presence and ability to manage client interactions and discussions. o A strong motivator with prominent levels of energy. · Work Environment: o The role typically involves working in various shifts to support customers in a 24/7 roster-based model within an office environment.

Job Title: IT Support Lead (Helpdesk + L1 Network Engineer + Vendor Coordinator) Location: Gurgaon Experience Required: 5-8 years (Minimum-5) Job Summary We are seeking a dynamic and versatile IT professional who can handle a mix of responsibilities across IT helpdesk support, L1 network troubleshooting, and vendor coordination. The ideal candidate should be technically competent, customer-service oriented, and organized with strong communication skills. Key Responsibilities IT Helpdesk Support (60%) Provide first-level technical support for desktops, laptops, printers, and software applications. Handle ticketing system and respond to support requests (Windows/MacOS). Troubleshoot issues related to MS Office 365, Outlook, Teams, and common business applications. Manage user onboarding/offboarding including account creation, access control, and asset assignment. Install and configure systems and applications based on company policies. L1 Network Engineer (25%) Monitor and troubleshoot network connectivity issues (LAN, WAN, Wi-Fi, VPN). Assist in basic firewall/router/modem configuration and health checks. Escalate complex network issues to L2/L3 or external service providers as required. Support IP telephony and video conferencing systems. Maintain logs and ensure uptime of basic infrastructure. Vendor Coordination (15%) Act as point of contact for IT vendors (hardware suppliers, ISPs, AMC providers). Track and manage IT inventory, warranties, and AMC contracts. Coordinate service requests, quotes, and follow-ups for timely delivery and support. Assist in IT procurement processes and maintain asset registers. Qualifications Bachelor's degree in IT/Computer Science or equivalent diploma. Industry certifications preferred: CompTIA A+ / Network+ / ITIL Foundation / CCNA (basic). Proven experience in Helpdesk/Support and basic network troubleshooting. Experience using ticketing tools like Freshservice, ServiceNow, or Zoho Desk. Knowledge of Office 365 administration, Active Directory, VPN, and endpoint protection EDR , DLP , Web Proxy Skills Excellent problem-solving and multitasking skills. Strong communication and interpersonal abilities. Vendor management and basic procurement understanding. Ability to document SOPs and maintain service logs. Employment Type: Full-time Shift Timing: Day Shift (Monday to Friday) Skills: edr,maintain service logs,web proxy,it,active directory,problem solving,vpn,vendor coordination,communication,vendor management,multitasking skill,ticketing tools (freshservice, servicenow, zoho desk),strong communication,interpersonal skills,macos,dlp,problem-solving,microsoft office 365,windows,l1 network troubleshooting,sops,it helpdesk support

You are developers of digital futures! Tietoevry creates purposeful technology that reinvents the world for good. A leading technology company with a strong Nordic heritage and global capabilities, you work with your customers to develop digital futures where businesses, societies, and humanity thrive. With 24,000 experts globally specializing in cloud, data, and software, you serve thousands of enterprise and public-sector customers across approximately 90 countries. Tietoevry's annual turnover is approximately EUR 3 billion, and the company's shares are listed on the NASDAQ exchange in Helsinki and Stockholm, as well as on Oslo Brs. EVRY USA delivers IT services to a wide range of customers in the USA through its global delivery centers and India offices (EVRY India) in Bangalore & Chandigarh. Offering a comprehensive IT services portfolio, EVRY USA drives digital transformation across Banking & Financial Services, Insurance, Healthcare, Retail & Logistics, and Energy, Utilities & Manufacturing sectors. EVRY India's process and project maturity is very high, with the two offshore development centers appraised at CMMI DEV Maturity Level 5 & CMMI SVC Maturity Level 5 and certified under ISO 9001:2015 & ISO/IEC 27001:2013. Eimskip is seeking a detail-oriented and process-driven IT Asset & Lifecycle Coordinator to join its global IT Operations team. The individual will be responsible for the complete lifecycle management of IT assets, including procurement tracking, deployment, maintenance, and decommissioning. A core responsibility of the role is the administration of Eimskips asset management processes within Freshservice, their ITSM platform. The role supports ongoing efforts to improve IT service delivery, maintain operational control, and enhance the accuracy of the global asset inventory. **Key Responsibilities:** **Asset Management and Lifecycle Operations** - Maintain a complete and accurate inventory of all IT hardware and software assets across the organization. - Oversee asset lifecycle states, including procurement, assignment, return, reallocation, repair, storage, and disposal. - Track warranties and end-of-life status for hardware assets and initiate renewal or replacement actions as needed. - Ensure proper asset tagging, location tracking, and documentation for all equipment. **Freshservice Administration** - Administer and maintain the Freshservice Asset Management module. - Configure and manage asset types, custom fields, and asset relationships. - Manage integrations between Freshservice and third-party discovery tools to ensure data accuracy. - Establish and monitor asset lifecycle workflows and automation rules in Freshservice. - Collaborate with the Freshservice administrator to enhance asset-related workflows and reporting. - Generate and maintain asset-related reports and dashboards in Freshservice. **Process and Compliance** - Contribute to the development and enforcement of IT asset policies and procedures. - Perform regular audits to ensure data integrity and compliance with internal and external policies. - Support procurement and finance teams with data on hardware utilization, upcoming renewals, and cost planning. - Participate in ITSM process improvement initiatives. **Collaboration and Support** - Coordinate closely with the Helpdesk team to ensure accurate asset assignment and tracking during support interactions. - Liaise with vendors and procurement to align asset management activities with contractual obligations and supply cycles. - Provide asset data to product managers, system owners, and IT leadership for planning and governance. **Qualifications and Skills:** - Minimum of 2 years of experience in IT support, helpdesk, or asset management roles. - Hands-on experience with Freshservice or a comparable ITSM platform. - Strong understanding of IT hardware and software asset lifecycles. - Familiarity with discovery tools and system integrations. - Proficient in Excel and able to generate clear reports and dashboards. - Strong organizational skills and attention to detail. - Excellent written and verbal communication skills in English. **Preferred Qualifications:** - Experience in a global or multi-office IT environment. - Certification in ITIL, IT Asset Management, or Freshworks ITSM is considered an asset.,

About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Who You Are: You are a technically skilled and detail-oriented professional with hands-on experience managing Freshdesk or similar customer service platforms. You excel at configuring systems, supporting daily operations, and collaborating with cross-functional teams to deliver smooth customer support experiences. You thrive in fast-paced SaaS environments and bring a strong sense of ownership and problem-solving to your work. What You’ll Be Doing: System Configuration & Maintenance: Execute day-to-day administrative tasks within Freshdesk, Freshchat and Freshcaller- including user setup, workflow automation, SLA configurations, and routing rules. Support & Troubleshooting: Serve as the primary point of contact for Freshworks platform issues. Proactively troubleshoot and resolve system-related problems, conduct root cause analysis, and provide timely, high-quality support to internal users. Ensure minimal disruption to customer support operations through efficient issue resolution and clear communication. Documentation: Maintain updated documentation of configuration changes, process flows, and how-to guides for support teams and internal stakeholders. Reporting Support: Assist in running and maintaining Freshdesk reports and dashboards. Collaborate with analytics and AI teams to help translate data into operational insights for stakeholders. Cross-Functional Collaboration: Partner with the Customer Success, Support Ops, and RevOps teams to implement approved system updates and ensure smooth process adoption. Continuous Improvement: Identify opportunities for workflow improvement, automation, or simplification and share recommendations with the Systems or RevOps leads. What You’ll Bring: 3-5 years of experience administering Freshdesk, Freshservice, or similar multi-channel customer service platforms Proficiency in Freshworks configuration, automation, and reporting tools Understanding of SLAs, ticket lifecycle workflows, tags, routing rules, and user roles Basic technical knowledge of APIs, webhooks, and data flows (bonus if hands-on) Familiarity with tools like Google Sheets/Excel, basic SQL, and ticketing dashboards Strong communication skills and the ability to collaborate with both technical and non-technical teams A process-oriented mindset and a keen eye for detail Experience/Education/Certifications Required: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience Freshworks/Freshdesk certifications are a plus Experience with additional tools like Zendesk, Salesforce, or Assembled is a bonus Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

Job Description (JD) for the role of Service Desk / Remote Support Engineer (Work from Office) Job Title : Remote Support Engineer (Work from Office) Experience : Minimum 1.5 Years Salary : ₹3.24 LPA (Approx. ₹21,300 In-hand) Location : G. Noida-142 Qualification : Graduate in any stream Job Summary: We are looking for a skilled and motivated Remote Support Engineer with at least 1.5 years of hands-on experience in IT support. The ideal candidate will be responsible for providing L1/L2 support for desktop issues, handling tickets, and troubleshooting Microsoft Outlook-related problems. The role requires a strong understanding of OST/PST management, incident prioritization (P1 to P4), and basic desktop support operations. Key Responsibilities: Provide remote desktop support to end-users within SLA-defined timeframes. Troubleshoot and resolve issues related to Microsoft Outlook , including OST/PST file management. Work on ticketing tools to log, track, and resolve incidents and service requests. Handle and prioritize incidents based on ITIL severity levels (P1, P2, P3, P4). Provide L1/L2 support for desktop systems, hardware, and peripheral troubleshooting. Escalate unresolved issues to higher-level support or specialist teams. Maintain clear communication with users regarding ticket status and resolution timelines. Document resolutions and maintain support documentation as required. Required Skills: Strong experience with Outlook troubleshooting , including OST/PST file issues. Hands-on experience with ticketing tools (ServiceNow, Freshservice, Jira, etc.). Familiarity with incident handling and prioritization (P1–P4 levels). Desktop support experience including Windows OS, hardware, printers, and network basics. Strong communication and interpersonal skills. Ability to work under pressure and manage multiple tasks. Desired Candidate Profile: Minimum 1.5 years of experience in IT Support. Graduate in any discipline (technical background preferred but not mandatory). Willing to work from the office. Proactive and customer-focused attitude. Work Schedule : [Insert Shift Details – e.g., General Shift or Rotational] Employment Type : Full Time Job Location : G. Noida -142 Contact : Suman Sharma E-Mail- hrdhelpdesk1@raspl.com

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Role Overview As a Strategic Sourcing Lead, you will support and manage end-to-end procurement operations, contract lifecycle management, vendor governance, and cost optimization initiatives. You will collaborate with global stakeholders to ensure efficient sourcing processes, compliance with internal policies, and delivery of commercial value. Key Responsibilities Contract Management Maintain and update the contracts repository with appropriate metadata and parent-child linkages. Validate and ensure contract execution; coordinate issue resolution across sourcing, risk, vendor, and business teams. Support contract transitions and tool migrations. Understand and review various contractual documents (e.g., MSAs, NDAs, work orders, amendments). Collaborate with legal and compliance teams to uphold business controls. Process Enablement & Tools Assist teams in locating, uploading, and retrieving documentation across internal tools. Support ad-hoc contract administration projects and tool transitions. Utilize ERP systems (preferably Netsuite) to manage full Procure-to-Pay (P2P) lifecycle: vendor onboarding, PO creation, invoice handling, and payment. Drive efficiency in purchase order/contract processing, data analysis, catalog, and vendor management. Strategic Sourcing & Vendor Management Lead high-level sourcing efforts across top spend categories, including those with multi-site or global relevance. Negotiate cost structures to drive cost savings and risk mitigation. Contribute to the development of spend category strategies. Oversee vendor performance and relationship management to ensure value delivery and compliance. Analyze commercial terms to secure value for money and minimize risk exposure. Collaboration & Execution Work with cross-functional teams (legal, finance, compliance, operations) across geographies. Manage multiple priorities and projects with attention to timelines and quality. Adapt to changing business needs and market dynamics with a proactive, process-driven approach. Qualifications BA/BS degree 5+ years of related experience Experience with Netsuite & Coupa (or other ERP systems) Experience working with contract documents such as Statements of Work, Master Service Agreements, Amendments etc Ability to take initiative, work flexibly, and collaborate with cross functional partners Goal oriented team player Ability to see the big picture and work with a team to prioritize requests Strong customer service focus, written and verbal communication skills, and attention to detail Ability to learn quickly in a dynamic environment Ability to provide support to global teams and collaborate across time zones Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Job Description About The Position We are seeking a highly skilled and experienced Senior Customer Onboarding Specialist to join our SaaS Professional Services Team. The main goal of this role is to collaborate with Project Managers to configure the Freshworks suite of products according to customer requirements and provide product training. Additionally, you will partner with our Sales and Pre-Sales teams, leveraging your product expertise and excellent communication skills to impress mid-market and enterprise customers. Position Deliverables: Customer-focused approach with strong communication abilities Translate business needs into product use cases or technical specifications Configure the Freshworks suite of products according to customer requirements Quickly learn and adapt to new products or updates to existing products Use critical thinking and problem-solving skills to exceed customer expectations Train customers and their teams on daily product use and administration Document onboarding steps for future reference and smooth transitions to other teams Demonstrate the ability to multitask, manage multiple projects, and deliver on time Develop a strong understanding of configuration best practices within the Freshworks suite Capture and analyse complex technical requirements from customers and design feasible solutions Qualifications At least 3 years of experience in the software/tech industry Past experience in the SaaS space with the understanding of CX or ITSM Product Suites is required Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities A proactive attitude towards contributing to both internal and external communities is a plus. Proven ability to work well in a team environment. Fundamental knowledge of current technology trends and programming concepts. Experience with integrating cloud systems using REST APIs. Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage. Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Freshservice. A passion for solving customer needs using our products. Strong interpersonal skills for interacting with customers via phone or video calls. A willingness to learn and grow within a constantly evolving platform. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Job Title: Customer Centre of Excellence (CCoE) Lead Location: Turbhe, Navi Mumbai Reports To: Director, Customer CoE Type: Full-time, Permanent Work Mode: 5 days work from Office About Us Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. OUR VALUES Partnership: we become one team and family with organisations, helping them to navigate change and stay agile. Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens. Innovation: we bring together the right technologies and services to design solutions that work. Passion: we are passionate about - and dedicated to - public services and improving people’s lives. THE ROLE The CCoE Lead plays a pivotal role in delivering high-quality customer outcomes across a blended landscape of product support, platform stability, technology troubleshooting, and customer service. This role is accountable for driving operational and technical excellence, empowering teams to work across service domains — from traditional service desk to modern SaaS/platform support. You will lead a high-agency team capable of supporting complex systems, conducting root cause analysis, maintaining SLAs and knowledgebases, and applying GenAI and automation to improve user experience and operational efficiency. This is a hands-on leadership role combining customer empathy, service performance, and technical depth. Key Responsibilities Technical Oversight: Lead multi-layered support across applications, platforms, and service infrastructure (including SaaS products, enterprise tools, customer platforms). Incident Ownership & Resolution: Ensure accurate triage and root-cause-led resolution of production issues, across both technology and service domains. Platform Support Leadership: Coordinate support across core product features, configurations, performance queries, and user onboarding/training. Customer Advocacy: Represent the user’s voice in triage, retros, and product improvements. Surface common pain points and influence fixes. GenAI & Automation Leadership: Guide the design and adoption of AI-powered workflows, triage bots, and proactive issue resolution. Process & Outcome Delivery: Ensure adherence to SLA/CSAT/FCR metrics with a structured focus on continuous improvement and quality assurance. Team Development: Coach and mentor a cross-functional support team, instilling high-agency behaviours, strong documentation habits, and technical curiosity. Cross-Functional Collaboration: Work closely with Engineering, Product, Service Management, and InfoSec teams to ensure coherent and secure operations. Knowledge Management: Ensure product support knowledge is current, reusable, and integrated into self-service and chatbot workflows. THE IDEAL CANDIDATE 6+ years in customer operations, platform/product support, or technology service roles. Proven ability to lead blended technical-support teams (application support, ITSM, knowledge, customer service). Hands-on technical knowledge in areas such as: Application support, release and incident triage Familiarity with modern enterprise systems (SaaS, APIs, ITSM platforms) ITIL or ISO-aligned operations Workflow, configuration, or rule-based logic (e.g., ServiceNow, Freshservice, Jira SD) Experience in public sector, regulated industries or multi-region support (UK preferred). Comfortable engaging with stakeholders on operational, technical and product matters. Strong communicator with a bias toward clarity, transparency and customer outcomes. Mindset of proactive learning and leadership — especially in the use of AI tools and process automation. What Success Looks Like You own problems end-to-end — across tech, people and process. You communicate with structure and empathy — never vague, never late. You improve what you touch — knowledge, workflows, service experience. You use automation and AI to reduce effort and increase quality. You learn fast, coach others, and care about outcomes. WHAT WE CAN OFFER YOU: This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Benefits include: Education Assistance Program Employee Referral Program Medical Insurance including Accidental Cover Medical Reimbursement Life Insurance 24 days annual leave PROCESS We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. Please note we are office-based which requires our colleagues to be together in the office 5 days a week with flexibility around personal commitments, interests, and obligations. This ensures we have the opportunity to continuously collaborate with the whole portfolio to stay connected and grow our community.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description About the Role If you’re stepping into the world of Learning & Development and love organizing, communicating, and working behind the scenes to make things run smoothly, this role is for you! As a Learning & Development Lead, you will play a key role in supporting the operations, logistics, and learner communications for our global learning programs. You'll help create seamless experiences for learners and build a strong foundation for your career in L&D. Key Responsibilities Facilitate early career and manager learning sessions (both virtual and in-person). Assist in developing presentation decks, feedback forms, and training reports. Support program logistics: scheduling sessions, managing invites, coordinating attendance, and collecting feedback. Maintain program trackers, attendance records, and ensure data accuracy. Respond to learner queries and ensure smooth session execution. Support LMS operations: content uploads, course assignments, and learner support. Partner with internal teams to coordinate nominations and promote learning opportunities. Qualifications Key Qualifications 6–8 years of experience in HR, Learning Coordination, or Training roles; Should have facilitation skills. Basic understanding of Learning Management Systems (LMS). Comfortable working with Google Workspace/MS Office tools (Docs, Slides, Sheets, Calendar). Highly organized, detail-oriented, with strong communication skills. A proactive learner with a positive, can-do attitude. Able to manage time effectively and prioritize in a fast-paced environment. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Key Responsibilities Partner Collaboration: Work closely with Freshworks’ certified partners to identify, qualify, and close SMB new business opportunities. Pipeline Management: Own and manage a partner-led pipeline, ensuring healthy coverage, accurate forecasting, and consistent follow-up. Enablement: Support and enable partners by providing sales collateral, and insights into successful sales strategies for SMB customers. Co-Selling: Join partner calls, demos, and meetings to assist in closing deals or advancing opportunities. Lead Conversion: Follow up on leads generated via partners and collaborate to convert them into paying customers. CRM & Reporting: Maintain up-to-date records in the CRM system (e.g., Salesforce) and share regular updates on partner performance and pipeline status. Quota Attainment: Meet or exceed monthly and quarterly new business revenue targets via partner-driven sales. Qualifications 2–4 years of inside sales or channel sales experience, preferably in SaaS or tech. Proven experience selling into the SMB segment . Strong understanding of partner/channel sales models. Excellent communication, presentation, and relationship-building skills. Experience using CRM systems A proactive, self-starter mindset with strong organizational skills. Team player who can collaborate across sales, marketing, and partner teams. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

About The Role The L1 NOC Engineer is responsible for 24/7 monitoring of IT infrastructure, responding to alerts, performing basic troubleshooting, escalating issues based on defined SOPs, maintaining incident logs, and ensuring SLA adherence. They will work in shifts and coordinate with L2/L3 teams for issue resolution. Here’s What You’ll Do In This Role Basic knowledge of networking (TCP/IP, DNS, DHCP). Basic understanding of Security. Experience using any ticketing platform (Jira, Freshservice, ServiceNow, etc.). Understanding of monitoring tools (e.g., Zabbix, SolarWinds, Nagios), Experience with Windows/Linux OS basics, Incident/ticket logging (e.g., Jira, ServiceNow), Good communication and documentation skills, Willingness to work in shifts. Optional Skills Basic scripting knowledge (Shell, PowerShell) Exposure to cloud monitoring (AWS/Azure) Familiarity with ITIL processes

About the role The L1 NOC Engineer is responsible for 24/7 monitoring of IT infrastructure, responding to alerts, performing basic troubleshooting, escalating issues based on defined SOPs, maintaining incident logs, and ensuring SLA adherence. They will work in shifts and coordinate with L2/L3 teams for issue resolution. Here’s What You’ll Do in This Role Basic knowledge of networking (TCP/IP, DNS, DHCP). Basic understanding of Security. Experience using any ticketing platform (Jira, Freshservice, ServiceNow, etc.). Understanding of monitoring tools (e.g., Zabbix, SolarWinds, Nagios), Experience with Windows/Linux OS basics, Incident/ticket logging (e.g., Jira, ServiceNow), Good communication and documentation skills, Willingness to work in shifts. Optional Skills Basic scripting knowledge (Shell, PowerShell) Exposure to cloud monitoring (AWS/Azure) Familiarity with ITIL processes

Job Title: Junior SAP Project Manager Location: Pune Job Type: Full-time Experience Level: 5–8 years Reporting To: SAP Project Manager / Delivery Head Position Summary: We are seeking a skilled and proactive Junior SAP Project Manager to assist in the planning, execution, and delivery of SAP projects, with a focus on Grow with SAP implementations and Application Management Support (AMS) services. The ideal candidate will have 5 to 8 years of IT project delivery experience, with at least 3 years in roles involving SAP environments (even in coordination, functional or support roles). The role is ideal for professionals transitioning into full project management responsibilities while still growing under the guidance of senior leadership. Key Responsibilities: Project Execution & Delivery: Support the execution of Grow with SAP projects following SAP Activate methodology. Drive key project activities such as project kickoff, fit-to-standard workshops, test planning, cutover coordination, and hypercare tracking. Manage day-to-day project operations including scope, schedule, and resource coordination. Monitor and report on project milestones, budget utilization, and risk/issues across implementation and support engagements. AMS Oversight: Coordinate incident, service request, and change management processes under AMS contracts. Track SLAs, ensure resolution timelines, and facilitate weekly governance reviews with customer stakeholders. Support minor enhancements and project transitions from implementation to support phase. Stakeholder Management: Act as the single point of contact for customer-side project leads and internal SAP consultants. Facilitate meetings, prepare MoMs, escalate risks/issues, and manage action item closure. Support cross-functional communication between customer IT, business teams, and vendors. Project Governance & Reporting: Maintain and update project documentation: project plans, RAID logs, status reports, RACI matrices, etc. Ensure adherence to internal PMO processes and contribute to project audits/reviews. Assist in creation of SoWs, effort estimates, and change request documentation. Mandatory Experience & Skills: 5–8 years of total experience , with minimum 3 years in SAP-related roles (functional coordination, AMS, or project execution). Proven exposure to at least one SAP project – either implementation, rollout, or AMS support – preferably involving SAP S/4HANA (public or private cloud). Good understanding of SAP project lifecycle and SAP Activate methodology . Hands-on experience in using project management tools like MS Project, Jira, Smartsheet, or similar platforms. Ability to manage multiple stakeholders across geographies, with strong written and verbal communication skills. Demonstrated ability to work with consultants, customers, and developers in a delivery-focused environment. Nice to Have: Project management certifications such as PMP, PRINCE2, or CAPM. SAP certifications in SAP S/4HANA or SAP Cloud modules (Sales, Finance, etc.). Understanding of Grow with SAP onboarding and lifecycle, including fit-to-standard workshops, business process adoption, and clean core principles. Familiarity with ITIL-based AMS operations and use of ticketing tools like ServiceNow, Remedy, JIRA, Freshservice, etc. Experience working in Agile or hybrid delivery models. Education: Bachelor’s degree in Information Technology, Engineering, Business Management, or related field. Master’s degree or MBA is a plus.

Job Title:Sr DevOps Engineer Location : Hyderabad & Ahmedabad Employment Type: Full-Time Work Model - 3 Days from office Exp : 7year+ Job Overview Dynamic, motivated individuals deliver exceptional solutions for the production resiliency of the systems. The role incorporates aspects of software engineering and operations, DevOps skills to come up with efficient ways of managing and operating applications. The role will require a high level of responsibility and accountability to deliver technical solutions. Summary The Senior DevOps Engineer is responsible for designing and managing robust, scalable CI/CD pipelines, automating infrastructure with Terraform, and improving deployment efficiency across GCP-hosted environments Experience Required: 5 –8 years in DevOps engineering roles with proven expertise in CI/CD, infrastructure automation, and Kubernetes.. Mandatory OS: Linux Cloud: GCP (Compute Engine, Load Balancing, GKE, IAM) CI/CD: Jenkins, GitHub Actions, Argo CD Containers: Docker, Kubernetes IaC: Terraform, Helm Monitoring: Prometheus, Grafana, ELK Security: Vault, Trivy, OWASP concepts Nice To Have Service Mesh (Istio), Pub/Sub, API Gateway – Kong Advanced scripting (Python, Bash, Node.js) Skywalking, Rancher, Jira, Freshservice Scope Own CI/CD strategy and configuration Implement DevSecOps practices Drive automation-first culture Roles And Responsibilities Design and implement end-to-end CI/CD pipelines using Jenkins, GitHub Actions, and Argo CD for production-grade deployments. Define branching strategies and workflow templates for development teams. Automate infrastructure provisioning using Terraform, Helm, and Kubernetes manifests across multiple environments. Implement and maintain container orchestration strategies on GKE, including Helm-based deployments. Manage secrets lifecycle using Vault and integrate with CI/CD for secure deployments. Integrate DevSecOps tools like Trivy, SonarQube, and JFrog into CI/CD workflows. Collaborate with engineering leads to review deployment readiness and ensure quality gates are met. Monitor infrastructure health and capacity planning using Prometheus, Grafana, and Datadog; implement alerting rules. Implement auto-scaling, self-healing, and other resilience strategies in Kubernetes. Drive process documentation, review peer automation scripts, and provide mentoring to junior DevOps engineers Notice Period: Immediate- 30 Days Email to : sharmila.m@aptita.com