Manager, Software Operations Center

As a Manager, Software Operations Center at ShipBob, you will oversee Software Operations Center (SOC) teams in India, ensuring seamless support coverage, managing incident resolution, and guiding process improvements. You will lead a team of Technical Support Engineers and collaborate with engineering and product teams to drive operational excellence, team development, and innovation.

Requirements

• Manage and mentor Technical Support Engineers across three shifts, ensuring 24/7 coverage for production systems.
• Ensure timely resolution of IPS (Incident/Problem/Support) tickets within SLA commitments.
• Conduct root cause analysis and share findings with engineering teams to prevent recurrence.
• Develop and maintain SOPs for common issues and resolutions.
• Identify opportunities for automation and run initiatives to improve operational efficiency and reduce ticket volume.
• Partner with SOC Director for monthly reviews and stakeholder meetings.
• Foster solid relationships with engineering and product teams for knowledge sharing and joint problem-solving.

Benefits

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance