Support Operations Specialist - Pune

#Coupa Software is Hiring

Primary Role Specific

  • Managing instances for Professional Services and Training Teams

  • Inventory of up to 400+ Instance across multiple deployments (Demo / Training)

  • Supporting Upgrades and Refreshes - Batch and Auto-Update Monitoring

  • Instance Scheduling and Assigning for Training Courses: Create/Tear Down - Pre/Post usage.

  • Troubleshooting Failure of Instance refreshes / upgrades

  • Site Reliability Coordination on Issues / bugs / failures

  • Process ownership - Manage and Develop Improvement Plans - Leading to more efficient operations benefiting the team and ensuring Global alignment

  • Create, Manage, Track and Analyze Team KPI’s - Reporting and Dashboards - Assisting Operations Manager with completing monthly/quarterly performance reports for stakeholders related to this Process.

Secondary team Specific

  • Help Manage Operational Tools to ensure Support Team Success - Support Operations Administration Duties

  • Experience working with different Data Reporting and Analytics tools and building reports to provide insights to management - Experience with Salesforce reporting will be a big plus

  • Investigate and Resolve complex business problems while identifying opportunities for improvement to increase productivity of the organization.

  • Provision of Internal and External access to Support Tools/Communities and using problem solving skills to help with Support Tools issues

  • Assisting in the Delivery of Improvement Projects – both technical and business focused.

  • Change Management – Helping the Team through the process and communicating change.

  • Hands-on work as an analyst whenever required, guiding and assisting teams in best practice

  • Excellent communication skills and ability to respond to your internal stakeholders  queries quickly


  • Graduate with relevant work experience or Bachelor Degree

  • Technical and Business Minded – Hands On

  • Should be able to work with minimal supervision

  • Think and Act Globally - Experience in a complex global, matrix organization working across multiple time zones

  • Confidence in ability to own and deliver on projects and issues to resolution.

  • Flexibility and Adaptability -  Open to work in shifts - Experience in working in ambiguous situations, working under pressure.

  • Excellent communication skills and ability to respond to queries quickly and appropriately

more details:

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