Operations Specialist
Core
Support and contribute to day-to-day operations for key strategic programs within the Support Operations team, focusing on technical support and cloud services for service providers.
Role type
Operations Specialist (Service Delivery)
Builds
Operational efficiency tools and processes for technical support and cloud services
Domain
SaaS / Cloud Services / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Data analysis, Excel proficiency, Strategic planning, KPI analysis, Process improvement, Technical knowledge base management, Training & coaching
Preferred skills
Experience with AI-powered support tools and LLM-based platforms, Support consolidation or tooling migration experience
Technologies
Devs.ai, Microsoft, Google, Call center software, CRM systems
Responsibilities
Work with outsourced partners and internal Support team to achieve operational standards; Design tools to maximize efficiency; Monitor productivity via data analysis and reporting; Support program launches from concept to optimization; Analyze operational KPIs to test hypotheses; Implement procedures to reduce escalations to vendors; Provide expert-level support and guidance on cloud applications.
Seniority
Mid-level, hands-on IC
