IN_Manager _Operations, Support and AI Automation_ Tax Tech_TRS_ Gurgaon
- Compensation
- Not disclosed
- Location
- Gurugram, Haryana, India
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- Education
- Bachelor's Degree in Engineering, Computer Science, Information Technology, or related field.
- Master's degree preferred.
- Experience
- 8-15 years of experience in SaaS Operations, IT Operations, Customer Support, or Service Delivery.
- At least 3+ years leading automation or AI transformation initiatives.
- Experience managing large-scale cloud-based applications and platforms.
- Required Technical Skills
- SaaS & Cloud Operations
- SaaS Platform Management
- Cloud Platforms (Azure, AWS, GCP)
- Service Reliability Engineering (SRE)
- Monitoring Tools (Datadog, Dynatrace, Splunk, New Relic, App Insights)
- ITIL Framework
- AI & Automation
- Generative AI
- Azure OpenAI Services
- Microsoft Copilot Ecosystem
- AI Agents and Agentic Workflows
- Prompt Engineering
- Power Platform (Power Automate, Power Apps)
- RPA Tools (UiPath, Automation Anywhere)
- LLM Integrations
- Support & Operations
- ServiceNow / Jira Service Management
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Data & Analytics
Full description
Job Description & Summary:
We are
seeking a highly motivated and technically proficient professional to lead
SaaS Operations, Customer Support, and AI Automation initiatives. The ideal
candidate will have extensive experience managing production operations for
SaaS platforms, driving service reliability, leading support teams, and
leveraging AI technologies to automate processes, improve operational
efficiency, and enhance customer experience.
This
role requires a combination of operational excellence, customer-centric
thinking, data-driven decision making, and hands-on experience with
AI-enabled solutions including GenAI, Copilot, chatbots, workflow automation,
and intelligent incident management.
Job Position Title:
IN_Manager _Operations, Support and AI Automation_ Tax
Tech_TRS_ Gurgaon 10C
Responsibilities:
Key
Responsibilities
SaaS
Operations & Service Delivery
Own
end-to-end operations of SaaS products ensuring high availability,
performance, and scalability.
Define
and monitor SLAs, SLOs, and operational KPIs.
Lead
Incident, Problem, Change, and Release Management processes.
Drive
root cause analysis (RCA) and continuous service improvement initiatives.
Ensure
compliance with security, governance, and regulatory requirements.
Collaborate
with Engineering, Product, Customer Success, and Infrastructure teams for
seamless service delivery.
Support
Operations
Manage
L1/L2/L3 support functions and support governance.
Establish
support frameworks, escalation matrices, and operational processes.
Improve
customer satisfaction (CSAT), support response times, and resolution metrics.
Build
knowledge management systems and self-service capabilities.
Lead
major incident management and stakeholder communications.
AI
& Automation Initiatives
Identify
operational processes suitable for AI-driven automation.