Support Operations Analyst

AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leadingAcceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally \u2013 including 95% of the FORTUNE 100 \u2013 we are empowering next-generation digital experiences. PositionRiverbed is looking for a Support Operations Analyst, a role/function critical to ensuring we scale efficiently, deliver exceptional customer experiences, and meet our global performance goals.This role will collaborate with our Core IT Operations and give the support leadership team real time analytics; responsible for complete support team analysis, capacity planning, scheduling, and real-time SLA adherence.You will own the strategic support analysis rhythms that keep our support business on track \u2014 including reports/dashboards, headcount alignment, and cross-functional transformation initiatives. What you will doBuild and maintain dashboards and data infrastructure to drive insights and decision-making.Analyze: Global Support Business Operations, including Core Ops, Data & BI, and Workforce Management.Own: operating rhythms including KPI analysis/reviews.Ensure operational excellence through performance tracking, customer experience improvements, and efficiency initiatives.Work with IT and ensure Support Systems, Tools, Reports and Dashboards are current.Own and operate our call center tool/app.Lead strategic initiatives that enhance customer experience, improve productivity, reduce cost, and drive business transformation What makes you an ideal candidate4+ years of experience in business operations, strategy, and analytics within post-Sales organizations \u2014 including Support, Customer Experience, or Success.5+ years of experience in business operations, analytics.Experience with data and analytics to generate actionable insights and support strategic decision-making.Deep understanding of workforce planning, including forecasting and capacity modeling.Strong communication skills and drive cross-functional alignment.Familiarity with Support tech stacks such as CRM, ticketing, Salesforce and platforms.Hands-on experience with BI tools like PowerBI and