Support Operations Strategist

3 days ago

ghaziabad, India beBeeProductivity Full time

Product Support VisionaryThe Product Support Visionary will own the strategy, execution, and continuous improvement of our Production Support function.Elevate the PS team to drive outcomes, not just ticket closure, but customer satisfaction and SLA achievement.Set the vision for advanced people, process, and technology capabilities in support and incident management.Foster shared ownership, urgency, and closure across all stakeholder teams by building a customer-centered culture of excellence and speed.Be the voice and face of the organization by providing executive-level representation of PS in customer escalations, root cause analyses, and post-mortems.Key ResponsibilitiesDefine and execute the vision for an innovative, responsive PS organization, balancing customer-facing urgency with risk management and compliance.Lead high-impact initiatives for support process automation, SLA management, and proactive system monitoring.Diligently transform PS into an active source of delight in the customer's experience, driving transparency in metrics and an obsessive focus on handling incidents and escalations rapidly and gracefully.Cross-Functional EngagementAct as the escalation point and advocate for PS in cross-functional operating rhythms, resolving bottlenecks and driving accountability.Establish strong routines for impact analysis, root cause discovery, and corrective action, collaborating seamlessly with Delivery, Engineering, SRE, and CSM teams.Operational ExcellenceChampion best practices for ticket hygiene, incident documentation, and knowledge management to reduce duplication and improve clarity.Continuously refine alert and monitoring systems to minimize false positives and investigative overhead.Define and track KPIs for resolution times, SLA attainment, stakeholder satisfaction, and system reliability.Drive ongoing process audits and data-driven retrospectives focused on root cause elimination and experience improvement.Team Development & CultureRecruit, mentor, and develop PS team members into operational experts and trusted partners, fostering a customer-centered culture of accountability, empathy, and growth.Instill a bias for action and problem-solving excellence, modeling partnership with supporting teams.Foster a 'One Team' culture across all stakeholders and partners to create the best customer experience.Executive CommunicationRepresent PS in customer escalations, executive forums, and process improvement task forces.Prepare and present robust post-incident reviews and operational impact assessments for leadership and clients.

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