Manager, Product Support

4 weeks ago

Pune, Maharashtra, India Workday Full time

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Workday's Technical Support Delivery teams are driven by a passion for our products and the success of our customers' user experience. We're a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Pune office

We promote Workday's core values, with 'Employees' being our first This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and well-being, and are proud to champion equal opportunities for everyone.

We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.

About the Role

We're looking for a hands-on, customer centric Support Manager to join our global support team in Pune.

This role plays a significant role in ensuring a smooth day to day operations of the technical support team supporting customers using Workday HCM.

The Customer Support Manager will start the Workday HCM support team in Pune with 2-4 people initially and will eventually manage 6-8 employees.

If your are someone whom pride yourself as advocate for both your team and Workday customers, you will be perfect for the role

Note on this role:

Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST)

Requires occasional holiday shift coverage, and after hours/weekend on-call shifts for escalations and incidents, be on-call Manager rotation approximately every 7 weeks.

This role operates in a flex model with at least 50% of time spent in office.

About You

Experienced in leading an Enterprise software support team (SaaS preferred) and/or experience with running software engineering teams.

Track record in providing technical support and/or integration support experience providing technical support for enterprise software and/or environment issues for enterprise software applications.

Solid grasp of case handling processes and standard support procedures.

Support operations experience including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.

Ability to develop and maintain cross functional relationships with Services, Development, Product and CX leadership.

Coaching and mentoring all levels of Support Engineers/Analysts on day to day work, providing insights on critical and blocking issues, and enabling career development and career experience opportunities.

Experience with application log analysis for issue diagnosis and troubleshooting.

Bachelor's/Master's degree or foreign equivalent degree in Business, Management Information Systems, Computer Science, or a related field or equivalent work experience

Other Qualifications

  • Excellent written and verbal communication
  • Well organized, operationally strong, customer focused.
  • Previous experience or knowledge of corporate finance and/or accounting
  • Additional experience in one or more of the following areas: Human Capital Management, or Talent Management.

Workday is proud to be an equal opportunity workplace.



Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

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