Job Description

We are seeking an experienced Tech Operations Lead to oversee end-to-end technical operations for Zoho applications and custom-developed solutions. In this role, you will lead cross-functional teams, drive DevOps practices, ensure quality standards, and deliver exceptional client support. You will play a pivotal role in scaling our technology infrastructure, optimizing processes, and fostering a culture of continuous improvement. The ideal candidate is a strategic thinker with strong technical expertise, leadership skills, and a passion for delivering business value. Requirements Key Responsibilities : Technical Operations Management : Lead and manage the planning, execution, and maintenance of Zoho applications (e.g., Zoho CRM, Zoho Books, Zoho Desk) and custom-developed applications. Configure and customize Zoho solutions using tools like Zoho Creator, Zoho Flow, and Deluge scripting to meet client-specific needs. Oversee integrations between Zoho apps, custom applications, and third-party systems via APIs or middleware (e.g., Zapier, Mulesoft). Develop operational roadmaps, establish KPIs (e.g., system uptime, response time), and conduct audits to optimize application performance. Project Delivery and Collaboration: Collaborate with product managers, developers, QA engineers, and business stakeholders to ensure timely, high-quality project delivery. Facilitate requirement-gathering sessions, translate business needs into technical specifications, and manage project timelines using tools like Zoho Projects or Jira. Drive Agile/Scrum practices, including sprint planning, stand-ups, and retrospectives, to align cross-functional teams. Mitigate project risks and resolve conflicts to maintain delivery schedules and client satisfaction. Architecture and Scalability: Guide the development team in designing robust, modular, and scalable application architectures for Zoho customizations and standalone apps. Oversee the implementation of microservices, serverless architectures, or other modern frameworks to enhance flexibility. Ensure scalability of infrastructure through auto-scaling, load balancing, and disaster recovery mechanisms on cloud platforms (e.g., AWS, Azure, Google Cloud). Maintain coding standards, version control (e.g., Git), and secure integration practices. Quality Assurance Oversight: Establish and enhance QA frameworks, including automated testing (e.g., Selenium, Cypress) and manual testing processes, to ensure defect-free releases. Define quality metrics (e.g., defect density, test coverage) and supervise testing efforts to meet release standards. Conduct root cause analysis (RCA) for post-release issues and implement preventive measures to improve reliability. Promote shift-left testing and continuous integration to catch defects early in the development cycle. DevOps and Infrastructure Management: Implement and maintain CI/CD pipelines using tools like Jenkins, GitLab CI, or Zoho Catalyst for automated builds, tests, and deployments. Leverage infrastructure-as-code (IaC) tools like Terraform or AWS CloudFormation to provision consistent environments. Set up monitoring tools (e.g., Zoho Site24x7, Prometheus, Grafana) and alerting systems to ensure infrastructure reliability. Coordinate blue-green or canary deployments to minimize downtime and maintain high availability. Data Analytics and Reporting: Utilize Zoho Analytics or similar BI tools (e.g., Tableau, Power BI) to create dashboards, reports, and KPIs for operational and business insights. Integrate data sources (e.g., Zoho CRM, SQL databases) to enable unified, real-time reporting. Drive data-driven decision-making by providing predictive analytics and trend analysis to stakeholders. Ensure data accuracy, compliance with governance policies, and adherence to privacy regulations (e.g., GDPR, CCPA). Issue Escalation and Resolution: Serve as the primary escalation point for critical technical issues, ensuring rapid diagnosis and resolution. Coordinate with developers, DevOps, or vendors to implement fixes and document resolutions to prevent recurrence. Communicate the issue status and resolution timelines to clients and internal teams, maintaining transparency. Conduct post-incident reviews to identify lessons learned and improve operational resilience. Client Coordination and Support: Lead client onboarding, solution implementation, and post-deployment support for Zoho and custom solutions. Customize applications to align with client workflows, provide training, and ensure smooth adoption. Manage client issues through ticketing systems (e.g., Zoho Desk) and resolve them within SLAs. Conduct regular check-ins to assess solution performance, gather feedback, and identify upsell opportunities. People Management: Lead and mentor a team of developers, QA engineers, DevOps staff, and support personnel, setting clear goals and expectations. Conduct performance evaluations, provide coaching, and support career development through training programs. Allocate resources effectively, balancing project demands with team capacity and skill development. Foster a collaborative, inclusive team culture that encourages innovation and accountability. Continuous Process Improvement: Conduct regular process audits to identify inefficiencies and implement lean or Six Sigma principles for optimization. Stay updated on Zoho updates, industry trends, and emerging technologies (e.g., AI-driven testing, low-code platforms) to enhance operations. Gather feedback from teams, clients, and end-users to drive iterative improvements. Promote knowledge-sharing through documentation, cross-training, and retrospectives. Benefits Qualifications Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred). Experience: 4-7+ years of experience in technical operations, software development, or IT management. 3+ years of hands-on experience with Zoho applications (e.g., Zoho CRM, Zoho Creator, Zoho Analytics). Proven track record of leading cross-functional teams and delivering complex technical projects. Experience with cloud platforms (AWS, Azure, Google Cloud) and DevOps practices (CI/CD, IaC). Technical Skills: Proficiency in Zoho suite administration, customization, and integration (Deluge, Zoho Flow). Expertise in software development (e.g., JavaScript, Python, Node.js) and API integrations. Familiarity with QA tools (Selenium, Cypress, JMeter) and BI platforms (Zoho Analytics, Tableau). Strong knowledge of DevOps tools (Jenkins, Docker, Kubernetes, Terraform) and monitoring solutions (Prometheus, Grafana). Soft Skills: Exceptional leadership, communication, and stakeholder management skills. Strong problem-solving and crisis management abilities. Ability to work under pressure and manage multiple priorities in a fast-paced environment. Certifications (preferred): Zoho Certified Developer or Administrator. AWS Certified Solutions Architect, Google Cloud Professional, or similar. PMP, Scrum Master, or ITIL certification. Key Performance Indicators (KPIs) System uptime and reliability (e.g., 99.9% uptime). On-time project delivery and budget adherence. Defect escape rate and test coverage percentage. Client satisfaction (e.g., NPS, ticket resolution time). Team engagement and retention metrics. Why Join Us? At Yashuss Unlimited Business Solutions, you’ll be part of a fast-growing team that values innovation, collaboration, and continuous learning. You'll work with a diverse portfolio of clients and cutting-edge technologies, making a real impact in their digital transformation journey. Show more Show less