Operations Executive

Committed to making technology-driven solutions useful, useable, and affordable, Mithi Software Technologies Pvt. Ltd., is a leading cloud-based SaaS solutions provider of business communication and data lifecycle management solutions that delivers high performance at optimal costs.

With a rich history of pioneering product ventures and a strong focus on innovation, Mithi has been at the forefront of software product development for years. Our team brings together extensive experience in building cutting-edge software products across multiple generations of technology.

At Mithi Technologies, we foster a collaborative and inclusive work environment that encourages creativity, continuous learning, and personal growth. We value diversity and believe in creating opportunities for everyone to thrive and excel in their roles.

Join us as we embark on an exciting journey to empower businesses worldwide with on-demand data lifecycle management services.

Position Summary
- As an Operations Executive, you will be responsible for streamlining and managing the support system, ensuring smooth operations and efficient customer service. Your role will involve implementing processes, maintaining documentation, scheduling shifts, conducting training, and identifying opportunities for improvement. Your contributions will contribute to the overall success of our operations.

RESPONSIBILITIES:

- As part of the operations team, your role will include the following in either a lead or a collaborative role:_
- Responsible for ensuring the efficient and effective execution of daily operations. Establish and implement a system to streamline the 24x7 support system, ensuring prompt and effective resolution of customer issues.
- Schedule shifts and monitor the helpdesk to ensure adequate coverage and timely response to customer queries.
- Design and enforce policies and procedures that enhance operational efficiency and effectiveness. Keep technical troubleshooting documents up to date, ensuring accurate and accessible resources for the support team.
- Track and assess KPIs to measure and improve operational performance and productivity.
- Address and resolve customer escalations about operations and service delivery issues.
- Analyze operational data and prepare reports for senior management to facilitate informed decision-making. Contribute to budgeting and financial planning activities related to operational requirements
- Cultivate and manage relationships with vendors, suppliers, and partners to ensure smooth operations.
- Collaborate with cross-functional teams to successfully execute special projects and initiatives. Collaborate with various departments to ensure operational activities are aligned with company objectives. Work closely with sales and marketing teams to forecast demand and align production planning accordingly.
- Ensure adherence to legal and regulatory requirements in all operational processes and activities.
- Stay updated on technological advancements and leverage suitable tools or software to improve operational processes. Stay abreast of industry trends and best practices in operations management to drive continuous improvement.
- Uphold professionalism and ethical conduct in all customer and partner interactions.

QUALIFICATIONS & SKILLS:
- Proven track record in operations and relationship building and the ability to build and maintain positive relationships with clients and provide excellent customer service.
- Knowledge of the cloud computing industry and related technologies
- Having a good understanding of technical concepts and systems relevant to the operational environment, enabling effective communication with technical teams and troubleshooting when required. Familiarity with relevant operational tools, software, and systems to leverage technology for process automation, data analysis, and operational optimization.
- Experience in identifying process bottlenecks, inefficiencies, and opportunities for optimization, and implementing effective process improvement strategies. Demonstrating strong problem-solving skills to identify root causes, troubleshoot issues, and implement effective solutions.
- Demonstrating strong critical thinking skills to evaluate situations, assess risks, and make sound judgments in complex operational scenarios. Skill in identifying and mitigating operational risks, implementing strategies to minimize potential disruptions, and ensuring business continuity.
- Proficiency in budget planning, forecasting, and financial analysis to effectively manage operational expenses, track financial performance, and make data-driven decisions.

**PERSONAL SKILLS**:

- Our company is committed to integrity as a pre-condition and we look for the following skills in our team members. The more you match to the below, the better you will fit in:_
- Analytical Thinking: Demonstrating strong analytical skills to identify patterns, solve problems, and make data-driven decisions in a dynamic