Responsibilities
- Lead, mentor, and develop the Bangalore BizOps team, setting clear expectations, conducting performance reviews, and building a high-performing support culture.
- Serve as the primary escalation point for support tickets across all business applications, ensuring issues are triaged, routed, and resolved within established SLAs.
- Manage day-to-day operations through ServiceNow, including queue oversight, workflow configuration, reporting, and ticket automation initiatives.
- Own the problem management process — identify recurring ticket patterns, conduct root cause analysis, and implement permanent fixes that measurably reduce ticket volume over time.
- Drive AI-assisted automation across the support function, including intelligent ticket classification, automated resolution for high-frequency issues, and AI-powered knowledge base deflection through ServiceNow and integrated tooling.
- Oversee SOX compliance standards across all supported platforms, ensuring rigorous access controls, audit logs, and change management documentation are maintained.
- Coordinate with US-based BizApps Delivery teams on deployment-related configurations, system changes, and cross-functional projects.
- Own onboarding and training programmes for new analysts, including tool access provisioning, runbook documentation, and shadow programme coordination.
- Provision and manage user access including creating users, assigning permissions, and processing terminations across supported platforms.
- Maintain data quality through regular hygiene tasks, validation activities, and coordination with system owners.
- Provide month-end and quarter-end operational support to meet financial close deadlines.
- Authority to hire or fire subordinate employees, or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of subordinate employees that are given particular weight
Requirements
- 5+ years in a business applications support, operations, or systems administration role.
- Prior team leadership experience; comfortable managing distributed or offshore teams.
- Familiarity with Salesforce, NetSuite, and Workday; broader knowledge of GTM and CS tooling is a plus.
- Experience with problem management frameworks (e.g., ITIL) and a track record of reducing ticket volume through root cause analysis.
- Hands-on experience with AI-assisted automation tools and a proactive mindset toward leveraging AI to reduce manual ticket handling.
- Strong communication skills and the ability to partner effectively with US-based stakeholders across time zones.
- Experience working within an ITSM or ticketing environment (ServiceNow preferred).
Nice to Have
- Background in SOX-regulated or audit-conscious environments is a plus.
Work Arrangement
Remote (Country) — São Paulo, Brazil
Additional Information
- Submit resume in English.
- Position located in São Paulo, Brazil.
- Manages the Bangalore operations team.
- Coordinates with US-based teams across time zones.
