Q
Hiring companyQAD
Verified today
Senior Manager, Customer Experience
Pune,India Full-time On-site
About the role
Customer Success Cloud Operations at QAD, responsible for ensuring secure, highly available AWS infrastructure and exceptional SaaS customer experience. Leads IT Service Management, incident/ problem resolution, SLA governance, and MSP partnership, coordinating across global teams and vendors. Based in Pune, India, on-site role with overlapping US East/EMEA hours.
What you’ll do
- Lead major incident command and root cause analysis
- Own SLA performance and weekly breach analysis
- Govern MSP contracts, SOW compliance, and service reviews
- Chair Change Advisory Board and manage release coordination
- Drive ticket hygiene and queue management
- Report operational metrics to senior leadership
- Develop and enforce ITSM frameworks and RACI matrices
- Collaborate with cross-functional teams across US and EMEA
What you’ll bring
- 12+ years Cloud/IT Operations
- 5+ years ITSM leadership
- 3+ years people management
- ITIL v4 certification
- AWS SysOps or Cloud Practitioner certification
- Experience with ServiceNow or Jira Service Management
- Vendor/MSP governance experience
- AWS core services expertise
Skills
IT Service ManagementIncident ManagementAWS Cloud OperationsSLA GovernanceVendor ManagementChange ManagementLeadershipServiceNow
Benefits
- Health and wellness programs
- Collaborative growth-focused culture
- Opportunities for career advancement
- Diverse and inclusive workplace