Role & responsibilities Mandatory: 2-5 years of experience in roles involving cloud platforms, data science, Python development, and experience with GenAI models . Proven track record of designing and deploying scalable cloud-based data solutions and delivering impactful AI/ML and GenAI models. Preferred candidate profile 2-5 years of hands-on experience in the development and deployment of Machine Learning (ML) projects. Exposure to Computer Vision and Natural Language Processing (NLP), especially Large Language Models (LLMs), will be a significant advantage. Drive innovation: Explore, experiment with, and integrate cutting-edge ML techniques and frameworks into projects. Experience in Computer Vision, NLP, and LLMs in production environment will be a plus. Exposure to data volume extremes (high volume, constrained volume) will be a plus. Document workflows, methodologies, and findings for both technical and non-technical stakeholders.
Role & responsibilities Mandatory: 1-7 years of experience in roles involving cloud platforms, data science, Python development, and experience with GenAI models . Proven track record of designing and deploying scalable cloud-based data solutions and delivering impactful AI/ML and GenAI models. Preferred candidate profile 2-5 years of hands-on experience in the development and deployment of Machine Learning (ML) projects. Exposure to Computer Vision and Natural Language Processing (NLP), especially Large Language Models (LLMs), will be a significant advantage. Drive innovation: Explore, experiment with, and integrate cutting-edge ML techniques and frameworks into projects. Experience in Computer Vision, NLP, and LLMs in production environment will be a plus. Exposure to data volume extremes (high volume, constrained volume) will be a plus. Document workflows, methodologies, and findings for both technical and non-technical stakeholders.
Were Hiring | Admin Executive 5 LPA Location: Marol, Andheri (Mumbai) Animal-Friendly Office Must love pets! Work Days: Monday to Saturday Join a hyper-growth beauty & wellness brand known for its natural, preservative-free, cruelty-free skincare and haircare solutions — serving 3M+ customers across India and globally! Key Responsibilities: • Manage housekeeping, security, drivers, admin staff & pet care at office • Vendor & AMC management for cleaning, pest control, repairs, etc. • Oversee facility maintenance, utility budgets & safety compliance • Manage front desk, visitor handling, and meeting/travel coordination • Handle consumables inventory, government documentation, and office upkeep • Support event planning, HR processes, onboarding, and audits You’re a Fit If You Have: • Prior experience in facility & admin operations • Strong vendor negotiation & multitasking skills • Eye for cleanliness, compliance, and detail • Proficiency in handling government recordkeeping & logistics • Comfort around animals (pet-friendly workplace) About the Brand: A bestselling D2C Farm2Face aromatherapy brand — top-rated on Amazon, Blinkit, Nykaa, and retail giants like Shoppers Stop, Lulu, Apollo, Wellness Forever, etc. Apply Now: sandhya@skyleaf.global Contact: +91-8750740024
Global Customer Support Experience Required: 1-3 Years Location: Gurugram ESSENTIAL DUTIES AND RESPONSIBILITIES: Respond to customer inquiries and provide assistance through various channels such as phone, email, or chat. Address customer concerns, resolve problems, and ensure customer satisfaction. Handle customer complaints professionally and escalate issues when necessary. Communicate effectively with customers, colleagues, and other departments within the organization. Exhibit strong written and verbal communication skills, especially in a multicultural and multilingual context. QUALIFICATIONS: Ability to resolve customer complaints and maintain customer satisfaction. Excellent written and verbal communication skills in English. Customer Service and Customer Experience skills for American customers desirable. Ability to work in a night shift. Knowledge of customer service principles. Great attention to detail. Ability to multitask and manage time effectively. Experience in a related field is desired. EDUCATION: Any Bachelors / Masters degree If interested, please whatsapp your resume at 9582880834
Role & responsibilities Generate leads and close sales for AWS / Azure cloud solutions. Engage with enterprise customers to understand cloud needs and offer tailored solutions. Collaborate with OEMs (AWS, Azure) and internal solution teams to build compelling proposals. Drive complete sales cycle lead generation to closure. Build and maintain strong client and partner relationships. Provide accurate sales forecasts and updates in CRM. Stay updated with AWS / Azure trends, licensing models, and pricing. Preferred candidate profile Total Experience 4 8 years in IT Sales Relevant Experience Minimum 2 years in selling AWS / Azure Cloud Solutions Industry Background Must be from SI (System Integrator) or IT Infrastructure background Role Type Independent / individual contributor (requires minimal supervision) Skillset Cloud sales, AWS / Azure, Enterprise sales, Proposal making, CRM handling Certifications (preferred) AWS / Azure Sales or Technical Certification Education Graduate in Engineering / IT / Business or related field Additional Notes: Working Days: 5 days a week
Key Responsibilities: Sales & Business Development Identify and pursue new business opportunities in Cyber Security, Cloud Solutions, and related IT services. Develop and execute strategic account plans to achieve and exceed sales targets. Client Relationship Management Build and nurture strong client relationships, acting as a trusted advisor on Cyber Security solutions. Conduct client meetings, presentations, and demonstrations to showcase the value proposition of services like DLP, ZScaler, and Cloud Security. Solution Selling Understand client needs and craft tailored solutions around Cyber Security, Managed Cloud Services, and IT Infrastructure. Collaborate with technical teams to deliver proof of concepts (PoC) and customized solutions. Hunting & Farming Actively hunt for new clients and expand the customer base. Manage and grow existing accounts by identifying upselling and cross-selling opportunities. Market Intelligence Stay updated on the latest trends in Cyber Security, IT Infrastructure, and Cloud Solutions. Conduct competitor analysis to identify market opportunities and refine sales strategies. Qualifications & Skills: Educational Background: Bachelors degree in IT, Computer Science, Business Administration, or a related field. MBA preferred. Technical Expertise: Knowledge of Cyber Security solutions, including but not limited to DLP, ZScaler, Cloud Security, and SOC (Security Operations Center). Familiarity with IT infrastructure solutions such as SAP HANA, Managed Cloud, and Disaster Recovery as a Service (DRaaS). Sales Experience: Proven track record of 5+ years in IT/Software sales, with a focus on Cyber Security or related domains. Demonstrated ability in handling client-facing roles, delivering presentations, and closing deals. Soft Skills: Excellent communication, negotiation, and interpersonal skills. Strong problem-solving capabilities and a customer-first mindset. Ability to handle multiple clients and deliver results under tight deadlines. Why Join Us? Work with a market leader in IT infrastructure and Cyber Security solutions. Be part of a passionate and innovative team that values your growth and expertise. Opportunity to handle cutting-edge technologies and deliver impactful solutions to global clients.
Role & responsibilities Identify and acquire new business opportunities in IT infrastructure and managed services. Manage and grow relationships with existing clients. Drive sales for hardware (storage, servers, network, end-users) and associated support/maintenance services. Work with internal teams to create proposals and pricing for customers. Achieve Quarterly and annual sales targets. Coordinate with OEM partners like HPE, HP, OpenText, Veeam, Microsoft etc. for solution positioning. Preferred candidate profile Identify and acquire new business opportunities in IT infrastructure and managed services. Manage and grow relationships with existing clients. Drive sales for hardware (storage, servers, network, end-users) and associated support/maintenance services. Work with internal teams to create proposals and pricing for customers. Achieve Quarterly and annual sales targets. Coordinate with OEM partners like HPE, HP, OpenText, Veeam, Microsoft etc. for solution positioning. Required Skills • 7+ years of experience in IT sales / business development. • Good understanding of hardware, storage, and IT infrastructure solutions. • Strong communication, negotiation, and relationship-building skills. • Ability to meet and exceed sales targets. Education • Graduate in any discipline (Technical background preferred). • MBA in Sales/Marketing is an added advantage.
Role & responsibilities Generate leads and close sales for AWS / Azure cloud solutions. Engage with enterprise customers to understand cloud needs and offer tailored solutions. Collaborate with OEMs (AWS, Azure) and internal solution teams to build compelling proposals. Drive complete sales cycle lead generation to closure. Build and maintain strong client and partner relationships. Provide accurate sales forecasts and updates in CRM. Stay updated with AWS / Azure trends, licensing models, and pricing. Preferred candidate profile - 48 years of experience in IT sales with at least 2 years in cloud (AWS/Azure) – Background in System Integrator or IT Infrastructure companies is a must – Hands-on experience in cloud-based enterprise sales, proposal making, and CRM tools – Self-driven, independent contributor with strong client engagement skills – Preferred: AWS / Azure Sales or Technical certifications – Education: Graduate in Engineering, IT, Business, or a related field
Role & responsibilities Collaborate with the sales team to identify client requirements and provide suitable IT infrastructure solutions. Design and propose technical solutions covering servers, storage, backup, virtualization, disaster recovery, and data center infrastructure. Prepare technical presentations, proposals, and Bill of Material (BOM). Respond to RFPs, RFQs, and tenders with accurate technical documentation. Manage and guide pre-sales and delivery teams to ensure timely and successful project delivery. Work with OEMs (HPE, Dell, Lenovo, VMware, Microsoft, etc.) and internal teams for solution positioning. Stay updated on emerging infrastructure technologies and industry trends. Support bid management, solution costing, and commercial discussions. Preferred candidate profile Minimum 8+ years of experience in pre-sales and solution consulting for IT infrastructure solutions. Strong knowledge of servers, storage, backup solutions, virtualization, disaster recovery, and data center infrastructure. Experience in OEM technologies like HPE, Dell, Lenovo, VMware, and Microsoft. Proven ability to design high-level and low-level infrastructure solutions. Experience in handling and leading pre-sales and delivery teams. Strong communication, presentation, and proposal-writing skills.
Role & responsibilities 1. Driving Sales: Responsible for developing, implementing, managing and reporting on plans to improve site metrics by increasing conversion, AOV, and other KPIs Responsible for top-line revenue goals within the established investment budget to achieve P&L goals Manage website content to align with monthly promotions, seasonal promotions and overall marketing strategy 2. Monitoring Brand performance: Secure Margins in line with overall guidance Negotiate budgets, set goals, monitor and report on performance Plan and execute brand campaigns across various platforms and take corrective actions to stay on course of the plan Meet the plan for recognition and awareness of accountable brands Report on performance against key metrics in approved formats 3. Improve customer experience and retention: Drive banner revenue through list growth, segmentation and increased efficiency Develop processes and procedures to drive customer retention Analyze user experience across channels and touch points through web analytics and determine potential improvements Preferred candidate profile Category experience is strongly preferred. Excel and PPT advanced user.
Role & responsibilities B. Tech. or MCA in Computer Science 5+ years of experience in core Java software development using Spring, with a proven track record of delivering quality products successfully on time Proficiency with Spring Boot, Spring Security, API design, JPA and SQL Experience with AWS managed services such as DynamoDB, SQS, S3 Experience in building authentication protocols OAuth2, OIDC, SAML 2.0 Experience in front end technologies like React, HTML5, CSS3, Bootstrap JQuery and JavaScript is a bonus Preferred candidate profile - Design, develop and maintain high-quality software with an eye for code quality, readability and reliability - Conducting code reviews and providing constructive feedback to ensure code quality. - Employ automated testing to build features with a high degree of confidence, taking responsibility for the components and features you develop - Troubleshooting and debugging issues across environments - Participate in technical and architectural discussions with team members and leaders
Role & responsibilities Write crisp, compelling copy across formats, including headlines, press releases, news blurbs, interviews, brand stories, and leadership columns Craft PR-ready communication pieces, including quotes, statements, and pitches for media syndication Shape the voice of IGB by curating and adapting global stories, trends, and regulatory movements in iGaming and betting Translate internal insights into media-relevant narratives that elevate GammaStacks presence in the industry Work closely with the PR and marketing teams to align messaging across earned and owned media Maintain publication-grade clarity, accuracy, grammar, and storytelling Use AI tools like ChatGPT and Jasper for brainstorming, outlines, and speed, without compromising originality Optimize all written materials with SEO best practices, internal linking, and meta frameworks in mind Preferred candidate profile 4-8 years of copywriting experience in a media house, editorial agency, or publishing environment Strong command of story formats, editorial angles, and publishing schedules Bachelors degree in Journalism, Mass Communication, English, or a related field Fluency in AP-style or similar publishing standards A knack for writing smart, structured, and succinct copy, whether it's a 50-word quote or a 500-word press release Understanding of PR cycles, brand positioning, and industry media engagement Experience using AI writing tools as enhancers, not replacements SEO-optimized writing skills (keyword strategy, meta tags, internal linking) Bonus Points Previous writing experience in iGaming, sports betting, fantasy, fintech, or SaaS Familiarity with regulated markets and industry compliance language Exposure to international PR campaigns or media partnerships
Role & responsibilities Drive Institutional Sales Achieve regional sales targets aligned with overall business strategy. Business Development Identify and explore new product ranges and market opportunities. Acquire new clients and contribute to additional revenue. Pricing & Discount Management – Consolidate and process discount requests within set limits. Escalate proposals requiring senior-level negotiation. Customer Relationship Management – Build and maintain strong relationships with potential and existing customers. Conduct regular client visits to identify requirements and propose tailored solutions. Sales Order & Query Management – Coordinate with channel teams for customer queries. Ensure timely responses to enhance customer satisfaction. Market Research & Lead Generation – Initiate cold calls and analyse third-party data (e.g., D&B) to identify prospects. Customise proposals based on client requirements. Performance Monitoring – Track performance metrics such as new business acquisition, enquiry handling, SLA adherence, and revenue growth. Preferred candidate profile Education – Graduate in Business, Marketing, or a related field. Experience – 5–6 years in B2B or institutional sales, preferably in corporate gifting or related industries. Industry Knowledge – Familiarity with the latest corporate gifting trends and regional market dynamics. Skills & Competencies – Strong sales orientation and customer-centric approach. Excellent negotiation, communication, and interpersonal skills. Proven ability to generate leads, close deals, and achieve revenue targets. Strong ownership, commitment, and result-oriented mindset. Additional Traits – Ability to work independently and coordinate with cross-functional teams. Willingness to travel for client meetings and market exploration.
Were Hiring: Senior Manager General Ledger & Direct Taxation (Mumbai) Are you a Chartered Accountant with 5+ years of post-qualification experience and expertise in General Ledger & Direct Taxation? This is your opportunity to take on a high-impact leadership role that offers dual exposure to core finance and direct taxation while working closely with leadership teams. Location: Mumbai Qualification: CA Experience: Minimum 5 years post-CA Key Responsibilities: Oversee end-to-end GL accounting processes & ensure accurate financial reporting. Lead direct tax planning, compliance, audits & litigations. Manage TDS accounting, reconciliation & optimize tax cash flows. Liaise with auditors, consultants & tax authorities. Drive automation, process improvement & cross-functional collaboration. What Were Looking For: Strong expertise in GL management & Direct Tax laws. Hands-on experience in tax audits, reconciliations & representations. Proficiency in ERP (SAP/Oracle) & MS Excel. Strong analytical, problem-solving & leadership skills. Why Join Us? Dual exposure to finance & taxation Strategic role with leadership involvement Growth-oriented culture & continuous learning
Job Description: Senior Patent Analyst Prosecution Location: Gurgaon (Hybrid) Experience: 2 -7 years Qualification: B.Tech / M.Tech (ECE, CSE/IT, EEE) About the Role- We are seeking a highly skilled Senior Patent Analyst (Prosecution) with strong experience in US and EP patent practices. The ideal candidate will have hands-on expertise in drafting, prosecution, and responding to complex Office Actions, with deep knowledge of USPTO guidelines and relevant IP laws. This role requires strong analytical, legal, and technical writing skills along with the ability to handle high volumes of prosecution work efficiently. Key Responsibilities Draft and prosecute patent applications across US and EP jurisdictions. Independently respond to USPTO and EPO Office Actions (including 101, 102, 103 rejections). Conduct prior art analysis, claim charting, and patentability assessments. Collaborate with inventors, engineers, and patent attorneys to strengthen IP portfolios. Manage end-to-end prosecution processes, ensuring compliance with IP laws and timelines. Review examiner reports, develop strategies for overcoming objections, and ensure alignment with clients business goals. Maintain updated knowledge of USPTO rules, EP prosecution practices, and global IP trends. Key Skills & Competencies Strong background in patent prosecution and drafting. Expertise in USPTO prosecution, US & EP applications, and IP laws. In-depth knowledge of Office Actions and US patent laws (101, 102, 103, etc.). Excellent analytical, legal writing, and communication skills. Ability to collaborate effectively with technical and legal stakeholders. Who Were Looking For A professional who has independently handled at least more than 70 USPTO Office Actions. Strong technical background in Electronics, Computer Science, or Electrical Engineering. Someone detail-oriented, self-driven, and capable of managing multiple priorities.
Role & responsibilities Responsibilities: Design, develop, and maintain backend services and APIs to support AI/ML applications at scale. Productionize ML and deep learning models, ensuring efficiency, reliability, and low-latency inference. Build scalable microservices and REST/gRPC APIs for deploying AI solutions in enterprise environments. Optimize AI model serving using frameworks such as TensorRT, ONNX Runtime, Triton Inference Server, or FastAPI . Implement MLOps practices including model versioning, monitoring, and automated deployments. Collaborate with AI researchers, data scientists, and product managers to translate prototypes into production-ready systems. Ensure robustness, fault tolerance, and security in backend AI systems. Integrate AI services with enterprise data platforms, cloud systems, and third-party APIs. Contribute to architecture discussions, design reviews, and performance tuning. Mentor junior engineers and contribute to best practices in AI software engineering. Educational & Experience requirements Bachelors degree with at least 7 years of experience or Masters with at least 4 years of experience in Computer Science, Software Engineering, Data Science, or related fields. Preferred to have a degree from a Tier-1/2 institute (IIT/IISc/NITs if studied in India) or a globally top-ranked university (as per QS). Preferred candidate profile Technical Requirements Strong proficiency in Python and backend frameworks (FastAPI). Expertise in Prompt engineering and working with various LLMs . Experience in productionizing AI/ML models with efficient inference pipelines. Hands-on experience with model deployment frameworks (Triton, TensorRT, TorchServe, ONNX Runtime). Knowledge of cloud platforms (Azure, AWS, GCP) and container technologies ( Docker ). Strong experience with microservices architecture, CI/CD pipelines, and monitoring tools (Prometheus, Grafana). Familiarity with databases (SQL/NoSQL) and scalable data storage solutions. Exposure to LLMs, SLMs, and GenAI model integration into backend systems is a strong plus. Understanding of security, authentication, and performance optimization in large-scale systems. Experience with version control (Git) and Agile development practices.
Job Description: Senior Patent Associate ICT Drafting looking for a Senior Patent Associate ICT Drafting to work on patent applications in the domain of Information & Communication Technologies (ICT). The role requires strong technical and patent drafting skills to deliver high-quality patent specifications that meet global standards. Key Responsibilities: • Draft provisional and complete patent specifications with well-structured claims. • Ensure all drafts conform to US and EP legal and procedural standards. • Collaborate with inventors and clients to understand inventions thoroughly. • Guide junior team members in preparing draft applications and reviewing work. • Apply technical and process knowledge to deliver consistent and high-quality drafts. Experience: • 35 years of experience in patent drafting, especially for the US jurisdiction. • Drafted 30+ patent applications in the ICT domain. Skills for Success: • Strong analytical, articulation, and written communication skills. • Excellent comprehension of technical literature and upcoming technologies. • High ownership. • Ability to multitask and manage time effectively. Technical Skills: • Proficiency in MS Word, Excel, PowerPoint, and Outlook. • Knowledge of patent laws and practices (US, EP, India). • Experience in drafting patent specifications and claims. Qualifications: • B.Tech/M.Tech in Computer Science, ECE, or related disciplines.
Manager ICT Drafting to lead patent application drafting projects across various technical domains including electronics, communication, software, and electrical technologies. The ideal candidate will have experience in managing client relationships, mentoring team members, and delivering high-quality patent drafts aligned with US, EP, and Indian jurisdictions. Key Responsibilities • Lead patent drafting projects: understand invention disclosures, conduct inventor interviews, and draft patent applications. • Review and mentor team members on drafting patent specifications, including claims, descriptions, and drawings. • Engage with clients, ensure delivery excellence, and support sales initiatives. • Provide training sessions on patent drafting and patent laws. • Collaborate in talent acquisition efforts by evaluating prospective candidates. • Prepare and deliver internal knowledge-sharing sessions. • Ensure compliance with patent laws and global standards. Experience • 10–15 years in patent drafting with hands-on experience in preparing at least 100 patent applications. • Proven experience in managing people and projects. • Prior experience working with US and EP patent applications is a must. Skills for Success • Excellent technical comprehension and analytical skills. • Strong verbal and written communication. • Ability to lead teams, multitask, and manage tight deadlines. Technical Skills • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook). • Expertise in US/EP patent laws and practices. • Skilled in conducting inventor interviews, drafting patent specifications and reviewing prior arts. Qualifications • B.Tech/M.Tech in Computer Science, Electronics, Signal Processing, VLSI, Instrumentation, or related fields.
Role & responsibilities Strong programming experience in Java (Java 8 or above). Solid experience with Oracle database and writing complex PL/SQL queries. Proficiency in JSP, Servlets, and core Java EE web technologies. Hands-on experience with Spring Boot and Spring ecosystem. Experience developing and integrating RESTful APIs. Solid frontend development skills: JavaScript, Angular /React and AG Grid Building responsive UIs for modern web applications Familiarity with Git, Maven, and Jenkins for source control and CI/CD. Understanding and experience with Agile methodologies (Scrum/Kanban). Preferred candidate profile • Design, develop, test, and maintain scalable enterprise applications using Java, JSP, and Spring Boot. • Develop and integrate RESTful APIs using JSON for service communication. • Build and maintain responsive UI using JavaScript, React/Anguar and JSP-based views. • Write efficient, secure, and maintainable database code using Oracle and PL/SQL. • Collaborate with UX designers and backend engineers to implement frontend features and data visualizations. • Participate in Agile/Scrum ceremonies sprint planning, stand-ups, reviews, retrospectives. • Perform code reviews and contribute to improving code quality and maintainability. • Use Git, Maven, and Jenkins for version control, build automation, and CI/CD. • Monitor application performance and identify areas for optimization and refactoring.
Senior Manager Technical Support Operations We are seeking a highly skilled Senior Manager - Technical Support with strong technical expertise and leadership capabilities to manage our worldwide support operations. This role requires ensuring seamless support across multiple locations, enhancing service delivery, and driving continuous improvement while maintaining high levels of customer satisfaction. The ideal candidate will effectively manage a team of Support Engineers , handle critical customer escalations, oversee career development, and lead key support projects and processes. This role also involves strategic planning to scale the team, manage cross-functional initiatives, mentor future leaders, and act as a representative of the organization. The candidate should be independent, self-motivated, proactive, results-oriented, and committed to delivering world-class support services. Location: NOIDA Work Hours: 24x7 support model the candidate must be open to working in any shift, including weekends and changing shifts based on business requirements. Key Responsibilities Technical Support Management Oversee Support operations, ensuring timely and efficient resolution of issues. Collaborate with other Managers to define and implement policies and standard operating procedures. Manage urgent and complex escalations by coordinating with appropriate internal teams. Monitor support performance, analyse trends, and identify areas for improvement. Lead and mentor Support Engineers across regions, ensuring high performance. Develop and implement ITIL-based service management processes to enhance service quality. Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to measure IT effectiveness. Ensure 24/7 support operations through effective shift planning, escalation management, and coverage. Drive automation and AI-driven solutions to improve efficiency in incident and request handling. Ensure proper documentation and knowledge base management for efficient troubleshooting. Lead cross-functional collaboration across global teams to diagnose and resolve complex technical issues. Customer & Stakeholder Engagement Serve as the primary point of contact for customer escalations, executive reporting, and service-related concerns . Build and maintain strong relationships with internal departments, other support teams, and external vendors. Advocate for customers and implement continuous improvements to enhance their experience. Drive customer engagement across peers and senior management. Handle objections in dynamic customer environments with strong situational awareness. Work closely with business stakeholders to align support with organizational goals. Ensure the team delivers a high level of customer satisfaction through world-class support services. Leadership & Strategic Planning Set team goals aligned with organisation objectives and assist in defining individual performance targets. Provide regular feedback, training, and mentorship to support engineers, fostering their growth. Take ownership of critical customer escalations and ensure timely resolution. Provide guidance, mentoring, and training to leads, enabling their professional growth. Drive organizational initiatives, digital transformation , and strategic projects. Represent the organization in external forums and contribute to the industry’s best practices. Develop and maintain support procedures and policies while ensuring compliance with global standards. Operational & Performance Management Ensure direct reports have access to resources, information, and processes for effective service delivery. Deliver high-quality technical and soft-skills training for team members. Perform performance reviews , provide coaching, and support career development. Manage support workflows and schedules to ensure adequate coverage and optimal workload distribution. Lead FAQ analysis, case reviews, and customer feedback analysis to drive service improvements. Deliver regular reports with qualitative and quantitative insights on business performance. Ensure compliance with security, IT governance, and risk management policies. Issue Management & Continuous Improvement Lead issue management efforts involving multiple stakeholders, including customers and product teams. Analyse service desk performance metrics to identify trends and drive enhancements. Work in high-pressure environments with competing priorities under strict deadlines. Identify and implement creative business solutions for complex problems. Qualifications & Skills Minimum Qualifications Education : Bachelor's or master’s degree in IT, Computer Science, or a related field . Experience : 10+ years of overall experience in technical support operations, with at least 4-5+ years in a technical support management role in a SaaS organisation. Strong experience in managing technical support professionals in a fast-paced global environment. Technical Skills : Strong understanding of development life cycle , IT infrastructure, enterprise and SaaS applications . Experience with support tools, phone systems, and ITSM platforms (ServiceNow, BMC Remedy, Salesforce, Jira etc.). Good knowledge of Oracle SQL, Java. Certifications (Preferred) : ITIL v4, PMP, PRINCE2, Six Sigma . Soft Skills : Excellent leadership, communication, and problem-solving abilities . Strong ability to manage change and drive digital transformation initiatives . Strong executive presence with the ability to engage and influence senior stakeholders. Strong team player with a service-oriented mind-set and a keen focus on enhancing customer experience. Ability to attract, hire, and retain top support talent. Analytical mind-set with the ability to derive actionable insights from data. Preferred Qualifications Experience working in multinational organizations with a diverse workforce. Ability to handle critical customer escalations, objections, and high-pressure situations . Experience leading cross-functional collaboration across global teams . Strong issue management experience, including collaboration with customers and product teams . Experience with SaaS applications is a plus. Additional Work Expectations Work Location : NOIDA – Onsite (Work from Office) . Work Hours : 24x7 support hub – flexibility to work in any shift, including weekends, based on business needs. Rotation as Duty Manager handling customer partner concerns and priority issues . Willingness to take on additional responsibilities assigned by management.
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