Puma

3 weeks ago

Manager – Operations (Support)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Own regional support operations as the single point of contact, overseeing incident handling from intake to resolution. Partner closely with the Incident Manager to ensure correct prioritization (P1–P4), SLA/KPI compliance, and timely escalation. Bridge business stakeholders and IT support teams with regular outage and status updates. Lead continuous improvement through RCA, governance (ITIL), and cross-team coordination with project and development for fixes and releases.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Act as the single point of contact for support-related matters within the assigned region and manage the end-to-end ticket lifecycle from creation to resolution.
•Collaborate with the Incident Manager to ensure correct ticket categorization and prioritization based on business impact, monitoring P1–P4 queues and escalating major incidents.
•Manage stakeholders by providing regular updates on incident status, outages, and resolution progress while ensuring high customer satisfaction.
•Ensure service delivery and SLA compliance by tracking response and resolution times, KPIs, and maintaining ticket quality, documentation, and communication.
•Drive continuous improvement through RCA, preventive measures to reduce incident volume, and governance/process enforcement aligned to ITIL; coordinate with project and development teams for fixes and releases.

Key Requirements

•Strong understanding of incident management and ITIL frameworks.
•Excellent stakeholder communication and relationship management.
•Ability to manage high-pressure situations and drive resolution of critical incidents.
•Strong analytical and problem-solving skills with experience in service delivery and operations management.
•Proficiency with ticketing tools such as JIRA and ServiceNow.

Experience:5-8 years

Education:Bachelor's in IT, Business, or a related field

Skills:CommunicationRelationship managementProblem-solvingAnalytical thinkingService delivery

Tech Stack:JIRAServiceNowITILAzureDatabricksSSISSynapseTSQLPower BIPythonPySparkGitHubETL

Company Brief

Puma

Global athletic and casual footwear, apparel, and accessories brand designing, developing, marketing and selling sports-inspired products for consumers and athletes worldwide.

Industry: Fashion & Apparel

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Herzogenaurach, Germany

Founded: 1948

Website LinkedIn

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Puma

3 weeks ago

Manager – Operations (Support)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Act as the single point of contact for support-related matters within the assigned region and manage the end-to-end ticket lifecycle from creation to resolution.
•Collaborate with the Incident Manager to ensure correct ticket categorization and prioritization based on business impact, monitoring P1–P4 queues and escalating major incidents.
•Manage stakeholders by providing regular updates on incident status, outages, and resolution progress while ensuring high customer satisfaction.
•Ensure service delivery and SLA compliance by tracking response and resolution times, KPIs, and maintaining ticket quality, documentation, and communication.
•Drive continuous improvement through RCA, preventive measures to reduce incident volume, and governance/process enforcement aligned to ITIL; coordinate with project and development teams for fixes and releases.

Key Requirements

•Strong understanding of incident management and ITIL frameworks.
•Excellent stakeholder communication and relationship management.
•Ability to manage high-pressure situations and drive resolution of critical incidents.
•Strong analytical and problem-solving skills with experience in service delivery and operations management.
•Proficiency with ticketing tools such as JIRA and ServiceNow.

Experience:5-8 years

Education:Bachelor's in IT, Business, or a related field

Skills:CommunicationRelationship managementProblem-solvingAnalytical thinkingService delivery

Tech Stack:JIRAServiceNowITILAzureDatabricksSSISSynapseTSQLPower BIPythonPySparkGitHubETL

Company Brief

Puma

Global athletic and casual footwear, apparel, and accessories brand designing, developing, marketing and selling sports-inspired products for consumers and athletes worldwide.

Industry: Fashion & Apparel

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Herzogenaurach, Germany

Founded: 1948

Website LinkedIn