Senior Manager, Customer Experience
PuneFull-time12–22 yrsPosted 3 months ago
Leadership customer support role at QAD in Pune. Needs 12+ years.
About the role
As the Senior Manager, Customer Experience (Cloud Operations) , you will serve as a critical operational pillar within QAD’s global Cloud Operations organization, reporting directly to the Senior Director of Cloud Operations. In this high-visibility leadership role, you will bridge strategic cloud direction with world-class operational delivery.
What you'll do
- Incident & Problem Management Leadership
- Serve as the incident commander leading war room discussions, managing real-time bridge calls, establishing stakeholder communication discipline
- Root Cause Analysis (RCA) & Quality: Oversee rigorous RCA documentation and track permanent fixes to completion to eliminate repeat failures across complex cloud…
- Service Delivery & SLA Governance
- MSP & Outsourced Partner Governance
What you need
- AWS
- ITIL
- Windows Server
- Linux
- Root cause analysis
- Communication
Good to have
- Zendesk
- JIRA
- ERP
- IAM
- ServiceNow