About Davies
At Davies, we’re 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 team’s 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 AMMonday : 04 : 00 AM – 12 : 00 PM, 4 : 00 PM – Midnight, Midnight – 08 : 00 AMTuesday : 04 : 00 AM – 12 : 00 PM, 4 : 00 PM – MidnightFriday & Saturday : Midnight – 08 : 00 AMSkills 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.