About Davies At Davies, were a community of outstanding individuals, driven by innovation and united by a shared mission. We foster a supportive culture that embraces diverse perspectives, encourages growth, and thrives in a fast-paced environment. Together, we achieve excellence and deliver exceptional results for our clients and communities. Role Overview The Operations Support Leader (OSL) will play a pivotal role in leading the Service and Technical Operations Analysts in our Shared Service Centre in Pune, India. This is a shift-based position ensuring alignment with the Pune teams working hours. Key responsibilities include workforce management, major incident handling, and driving continuous improvement to enhance service delivery. Key Responsibilities Mentor and guide Service and Technical Operations Analysts to achieve high-quality results. Oversee shift patterns and ensure seamless handovers between global teams. Lead major incident response efforts to minimize disruptions and resolve issues promptly. Promote a culture of proactive problem-solving and automation-first thinking. Serve as the escalation point for complex challenges and support resource allocation. Collaborate with other teams to improve frameworks and service operations standards. Work Hours (Shifts) Halifax times Sunday : 04:00 AM 12:00 PM, 4:00 PM Midnight, Midnight 08:00 AM Monday : 04:00 AM 12:00 PM, 4:00 PM Midnight, Midnight 08:00 AM Tuesday : 04:00 AM 12:00 PM, 4:00 PM Midnight Friday & Saturday : Midnight 08:00 AM Skills and Experience Proven experience in customer-facing technical support, ideally with international stakeholders. Strong leadership and people management capabilities. Expertise in problem and incident management with the ability to resolve high-pressure situations. Proficiency in fostering automation and process optimization. Excellent communication, strategic thinking, and analytical skills. Experience with Agile processes is an advantage. Why Join Davies? A dynamic, inclusive, and innovative work environment. Opportunities for growth and professional development. A culture of collaboration and teamwork that values diverse perspectives.
Job Title
Information Technology Operations Support