Team Leader, Tech Stack Operations

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home.  Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.    

Job Description

As the Team Leader for Tech Stack Operations, you will manage a team of Support Analysts that are dedicated to providing support via telephone and internet to customers and partners regarding QAD cloud based software products for Manufacturing and the Supply Chain. You will also ensure that all necessary staff, tools and other resources are in place and appropriately deployed to address and resolve customer issues related to company products/applications and operating environments. 

• Regularly monitor service requests and incidents assigned to the team. Ensures the team meets and exceeds customer agreed service level agreements (SLA).
• Plan and prioritize workload among team and provide timely inputs on all service requests and incidents assigned to team members so as to improve delivery time.  Manage resource availability, shift staffing and utilization.
• Monitor monthly / weekly team reports, SLA achievement, quality and productivity targets & indicators of the Cloud Operations team.
• Liaise with Global Support and Development Teams on problem analysis, best solution and maintenance release.
• Escalation management by taking appropriate corrective action plan and regular follow-up.
• Provide status updates to management about team performance on a weekly or as needed basis.
• Prepare & implement training plan for new hires.
• Maintain proficiency of team members in new product technologies by organizing formal and informal training.
• Coach and mentor team members & work out their development needs on current role and future career development.
• Demonstrate good understanding of the Cloud Service Delivery processes and QAD policies.  Ensure that the team complies with the process requirements and maintains defined quality standards and procedures (e.g. ensure readiness for ISO Internal and External audits).
• Works on service requests  and incidents personally as necessary.
• Recommendations for process improvements/ development based on customer feedback and evaluation.

Qualifications

• BE/ B Tech/ MCA. Post Graduate qualification is an added advantage.
• 10+ years of technical/ systems experience. Ideally, at least 3 years QAD/Progress technical experience.
• Good operating systems and RDBMS skills are a must. Knowledge of Progress products and QAD is preferred.
• Demonstrates good understanding of the ITIL framework. Minimum 5 years demonstrated experience in a technical leadership role. Minimum 3 years of Service Delivery Experience for a global customer base.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:
QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage. 

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex,