Operations Lead – Technical Support
Background & Opportunity
Whether you are an eCommerce giant, a Silicon Valley startup, or a simple offline retailer, you are consuming and storing more data than ever before in order to run your business. This isn’t new news. We know that data, and how we manage and protect that data, represents an enormous market opportunity. What is amazing is how much of that market opportunity still exists today, despite the many years tech has been talking about “big data.”
While the majority of the technology stack has already gone cloud native, the data management industry is still behind. It’s true that we now have a more modern approach to data management but is it really “next-gen” if we are simply using newer on-premises hardwares and calling them “modern”? Why can’t everything start in a cloud-native environment that enables a clear consumption-based model and decreasing costs over time?
It’s a very difficult thing to do, but an absolutely enormous opportunity for an industry that still desperately needs innovation.
Enter Druva…
Druva is transforming the $30B data protection and management market with a highly differentiated SaaS based platform. Historically, the market has had two biases – a singular focus on the data center and a complete reliance on a hardware based approach to solve data protection and retention needs. Druva strongly believes that a SaaS-based approach brings the simplicity, scale, and cost savings that the market has been looking for. Further, it has the potential to unlock the value of data restricted by legacy on-premises based architectures.
Druva’s SaaS based platform provides a smooth and easy to use experience, eliminating the complexity inherent in a hardware centric infrastructure. This enables customers to focus on the full value of data management via discovery, security, compliance, and analytics all in one place.
Druva is on a mission to make data management less painful – nobody has to look at the blinking lights of data storage servers anymore. Along its journey, Druva has built one of the most innovative, visible, and fastest-growing companies in technology, and they are just getting started.
Company Highlights
Very well funded, over $475M raised including a recent Series H of $147M in April of 2021 and a new valuation of over $2B. The company is gearing up for an IPO in the immediate future.
Explosive growth trajectory with expected revenue approaching $200M ARR by EOY 2021. Over 4000+ customers, and over 20% of the Fortune 500 use Druva today.
Customers include Intuit, VMware, NASA, McAfee, Square, Pfizer, Zoom, and much more.
Market leading partnerships with Amazon Web Services (AWS) and Dell.
Global marketing team of 40+ people with a proven executive team. Headquartered in Sunnyvale; total headcount is 900+ and still growing fast.
Numerous awards across the industry, including “2021 Data Management Company of the Year”.
Proven cloud native architecture & SaaS business model without any legacy. Druva’s next-gen data management platform is one of a kind.
Primary Responsibilities
Be operationally excellent in day-to-day running of the business including (but not limited to) staff utilisation, forecasting, hiring, training, career development, performance management, collaboration, teamwork and customer experience
Act as an integrator connecting various work streams such as finance, HR, talent acquisition, branding, engineering, IT, which otherwise could remain siloed
Be efficient communicator linking the leadership team and center to the broader organization
Act as the honest broker and truth teller when the leader needs a wide perspective without bias and the customer’s organizational agenda.
Assist the Support Leadership in facilitating effective decision-making, communication, governance, and reporting (tracking KPIs through Support dashboards)
Be a thought partner to leadership on the organization’s vision, priorities, and challenges
Be an evangelist of the core values of the organization
Strategic Initiatives – Drive projects on behalf Support leadership team which allow for better customer experience and productivity improvements
Attend meetings with global functional teams, act as a liaison on behalf of the center leadership team
Executing cross-functional corporate initiatives such as product improvement, customer adoption, influence NRR, and customer loyalty.
Research Competitive Intelligence – advise on industry benchmarking data and best practices
Partner with Human Capital Management as central point of contact for Support Staff related initiatives, including recruiting, training and other career development initiatives
Industry Experience
Relevant: 5+ years’ experience in Strategy, Operations and consultative roles or experience in management consulting
Total: 10-15 years
Desired Skills
Experience in implementing strategy for technology areas in global firms
Excellent influencing skills at all levels and the ability to develop and maintain good relationships with senior leadership, colleagues and partnersclients
Excellent analytical skills and ability to ask probing questions and deliver concise feedback
Self-motivated with an ability to work on one’s own with a strong sense of ownership and accountability
Strong process and project management skills with the ability to improve process efficiency and effectiveness
Ability to handle multiple, time-sensitive projects while focusing on the quality of work delivered
Highly proactive person who can work with little direction on complicated, sensitive assignment
Able to apply knowledge and experience in decision-making to arrive at creative and commercial solutions for the business
Fast learner, ability to navigate the organization to get up to speed quickly on key topics
Strong program management skills, illustrated through multiple types of projects
Expertise on MS Office tools such as Altassian, O365 or Gsuite
Experience working with Executives (VP/CXO levels)
Ability to mentor team members
Ability to research, evaluate, analyze trends and data to build and present insights in a coherent manner
Data-driven decision maker with capability to tell a story backed by solid data
Strong understanding of technical support processes, models and tools suchs as CRM, Telephony and Collaboration platforms.
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