Job Description

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.



Supervises the technical team at an operational level and ensures that all necessary resources are available to resolve technical issues reported by customers related to QAD/Progress products and technologies and other third party products used within QAD products. In conjunction with senior level support management, is responsible for the hiring, training & development, career development and performance management of team members. Actively manages the team workload to ensure that team bonus metrics are achieved with quality results provided to customers. Support services delivery to Cloud and On Premise customers as per contractual obligations and in strict compliance to industry standards and best practices such as ISO 20K & ISO 27K

Acts as the first point of escalation for the team and is responsible for managing customer escalations, following up with customers in relation to complaints and ensuring customer satisfaction in relation to all customer issues handled by the team.

This role will be based in India for 3rd shift Technical Operations.

The working hours are a 9-hour work shift inclusive of a 1-hour period to accommodate all breaks. As a 24x7x365 organization, different shifts including night shifts, work on holidays and on-call responsibilities are required as part of the role.

Impact of this role and key deliverables

• Plan and prioritize workload among team members and provide timely inputs on all service requests and incidents assigned to team members so as to improve delivery time.
• Regularly monitor all service requests and incidents assigned to the team. Ensures that the team meets and exceeds customer agreed Service Level Agreements.
• Manage resource availability, shift staffing and utilization.
• Monitoring of monthly / weekly team reports, service level (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 plans and regular follow-up in a timely and efficient manner with involvement of senior management.
• Responsible for updating management/reporting to management about team performance on a weekly or as needed basis.
• Responsible for interviewing potential hires.
• Prepare & implement training plan for all new hires in consultation with the immediate manager.
• Maintain proficiency of team members in new product technologies by organizing formal and informal training, including achievement of QAD certifications.
• Coach and Mentor team members & work out their development needs on current role and future career development in close consultation with the immediate manager so as to develop leadership and coaching skills.
• Performance evaluation of team members in consultation with the team manager.
• Handle day to day people issues of reporting team members. Consult team manager for advice on handling difficult people issues.
• Demonstrate good understanding of the Cloud Service Delivery processes, QAD policies (HR and others). 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 when the team has excess work load or when the team does not have the required skill sets to resolve an issue.
• Review and verification of team deliverables.
• Recommendations for process improvements/ development based on customer feedback and analysis.
• Other duties as assigned

Qualifications

Education:

Professional degree: University education in engineering or computer science, or equivalent experience. ITIL & System certification preferred. For internal candidates PKS (Technical) certification required.

Graduate Program (MBA, MIB or Masters): Would be an advantage

Other Program / Supplemental Training: Multi-tasking, leader, strong communicator, eager to learn

Experience:

Number of years: 10+ years experience supporting QAD products & related technologies. (Of which for technical roles -7 years in supporting information systems infrastructure environments and minimum of 3 years experience in a senior level, principal or leadership role.)

Computer skills: Linux and Windows operating systems administration capabilities, Standard business applications capable. Progress database knowledge at proficient level. PKS certified.

Other knowledge: Strong analytical and problem solving skills. Excellent interpersonal skills. Proven Leadership ability.

Other knowledge: Demonstrated success at functioning in the capacity of a team lead. Internal and external customer feedback on self and team, Accuracy of work. Sense of urgency displayed when necessary for particular tasks. Positive comments from internal and external contacts, Strong team involvement. Excellent organization & communication skills. Attention to detail. Able to work independently. Pleasant manners. Strong leadership example exhibited

Languages: English

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.
• Ongoing learning and development including the opportunity to complete industry certifications (paid for by us!)
• Competitive compensation packages based on experience and desired skill set
• Career path in a multinational company

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\xe2\x80\x99s 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, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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QAD