Druva Software

Operation Lead - Technical Support

Operation Lead - Technical Support
Job Location:  Pune
Job Description:  SkillSet: " data center", " amazon web services", " ms office tools", "branding identity marketing", " program management skills".
  • Very well funded, over $475M raised including a recent Series H of $147M in April of 2021 and a new valuation of over $2B . The company is gearing up for an IPO in the immediate future.
  • Explosive growth trajectory with expected revenue approaching $200M ARR by EOY 2021. Over 4000+ customers, and over 20% of the Fortune 500 use Druva today.
  • Customers include Intuit, VMware, NASA, McAfee, Square, Pfizer, Zoom, and much more.
  • Market leading partnerships with Amazon Web Services (AWS) and Dell .
  • Global marketing team of 40+ people with a proven executive team . Headquartered in Sunnyvale; total headcount is 900+ and still growing fast.
  • Numerous awards across the industry, including 2021 Data Management Company of the Year .
  • Proven cloud native architecture SaaS business model without any legacy. Druva s next-gen data management platform is one of a kind.

Primary Responsibilities

  • Be operationally excellent in day-to-day running of the business including (but not limited to) staff utilisation, forecasting, hiring, training, career development, performance management, collaboration, teamwork and customer experience
  • Act as an integrator connecting various work streams such as finance, HR, talent acquisition, branding, engineering, IT, which otherwise could remain siloed
  • Be efficient communicator linking the leadership team and center to the broader organization
  • Act as the honest broker and truth teller when the leader needs a wide perspective without bias and the customers organizational agenda.
  • Assist the Support Leadership in facilitating effective decision-making, communication, governance, and reporting (tracking KPIs through Support dashboards)
  • Be a thought partner to leadership on the organizations vision, priorities, and challenges
  • Be an evangelist of the core values of the organization
  • Strategic Initiatives - Drive projects on behalf Support leadership team which allow for better customer experience and productivity improvements
  • Attend meetings with global functional teams, act as a liaison on behalf of the center leadership team
  • Executing cross-functional corporate initiatives such as product improvement, customer adoption, influence NRR, and customer loyalty.
  • Research Competitive Intelligence - advise on industry benchmarking data and best practices
  • Partner with Human Capital Management as central point of contact for Support Staff related initiatives, including recruiting, training and other career development initiatives

Industry Experience

Relevant: 5+ years experience in Strategy, Operations and consultative roles or experience in management consulting

Total: 10-15 years

Desired Skills
  • Experience in implementing strategy for technology areas in global firms
  • Excellent influencing skills at all levels and the ability to develop and maintain good relationships with senior leadership, colleagues and partnersclients
  • Excellent analytical skills and ability to ask probing questions and deliver concise feedback
  • Self-motivated with an ability to work on one s own with a strong sense of ownership and accountability
  • Strong process and project management skills with the ability to improve process efficiency and effectiveness
  • Ability to handle multiple, time-sensitive projects while focusing on the quality of work delivered
  • Highly proactive person who can work with little direction on complicated, sensitive assignment
  • Able to apply knowledge and experience in decision-making to arrive at creative and commercial solutions for the business
  • Fast learner, ability to navigate the organization to get up to speed quickly on key topics
  • Strong program management skills, illustrated through multiple types of projects
  • Expertise on MS Office tools such as Altassian, O365 or Gsuite
  • Experience working with Executives (VP/CXO levels)
  • Ability to mentor team members
  • Ability to research, evaluate, analyze trends and data to build and present insights in a coherent manner
  • Data-driven decision maker with capability to tell a story backed by solid data
  • Strong understanding of technical support processes, models and tools suchs as CRM, Telephony and Collaboration platforms.

Functional Area:  General / Other Software
Experience:  10 - 15 years
Qualification:  ("IT-Software in B.Tech/B.E")
Salary:  14 Lakh to 20 Lakh INR
Druva Software
Job Ad publication date: 05 Dec 2022