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Business Operations- Lead Analyst

Location: Bengaluru, Karnataka, India

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Job Number: 37134

Position Title: Lead Project Manager (Non - Tech)

External Description:

About the team

Our Global Customer Support team is one of Informatica's strongest assets, assisting customers to resolve complex issues enroute to being successful in their business journey.

As Informatica Global Customer Support evolves into the next phase of growth, we are looking for individuals to help lead operations for the team and ensure the smooth functioning of our business.

Your work location is Bangalore, India and it is Hybrid

About the role

We are looking for a Lead Support Operations Analyst whose mission will be to lead the efficiency of our Global Customer Support team. You will report to the Senior Director, of CA&R Strategy and Operations. You will grow Support operations as part of team goals, building programs, tracking, and monitoring metrics, analyzing data, and implementing scalable processes.

You will work with customer support teams and managers, multiple teams, and departments within the organization to ensure appropriate collaboration for our business's efficient functioning and customer success.

You must understand that good data is the foundation of any successful operations, and you will be the guardian of it. Data and processes are complex and the need for organizational processes is very important and think about how to simplify them. Most importantly, you are, thinker, and can take on ambiguous tasks.

What will you do?

Data:

  • Track important metrics on Support and provide reports to the leadership
  • Analyse the metrics and other data to understand and provide insights on what is going well and what is not, and provide recommendations
  • Ensure data sanity and quality of data flowing into the support data platform that is important for insights

Processes:

  • Work with Support teams and managers to understand their needs and provide data and reports
  • Collect requirements for specific asks and lead programs to implement the same.
  • Define and Document new optimized processes
  • Track business reviews and operations reviews and track and lead action items to ensure completion for efficient processes
  • Co-ordinate between processes that help smooth functioning of our business
  • Track Goals and report the same
  • Project Management for important Programs through collaboration with all partners.

People:

  • Leadership connects – Work with team managers and leaders for operations programs
  • Track people related data, headcount requirements for businesses and plan for future requirements

Systems:

  • Understand and master the platform and systems that are used by our Support personnel to co-relate departments and processes for efficient operations

Qualifications

  • Must have 10+ years of experience in Operations, Analytics (preferably in Support Operations)
  • Experience / Administration of Salesforce
  • Experience designing processes that scale
  • Project management skills – ability to break down ambiguous complex tasks into concrete, manageable components, and design solutions
  • Excellent collaboration skills, to improve results
  • Foster a fun and productive working environment
  • Highly proficient in Microsoft applications like Projects, Excel, Visio etc.
  • Experience with BI analytics and tools like Tableau, Power BI

Perks & Benefits

  • Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance, and 401k plan or international pension/retirement plans
  • Flexible time-off policy and hybrid working practices
  • Tuition reimbursement program to support your personal growth
  • Equity opportunities and an employee stock purchase program (ESPP)
  • Comprehensive Mental Health and Employee Assistance Program (EAP) benefit

We're guided by our DATA values and passionate about building and delivering solutions that accelerate data innovations. We do that by creating an inclusive culture that celebrates and supports diversity. So, if your experience aligns but doesn't exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.

Informatica (NYSE: INFA), an Enterprise Cloud Data Management leader, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud™ that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in over 100 countries and 85 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, Twitter, and Facebook. Informatica. Where data and AI come to life.

City: Bangalore

State: Karnataka

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Business Operations- Lead Analyst

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-SK1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Bangalore, Karnataka IN

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