Lead - Customer Support and Services Greensboro NC

Lead - Customer Support and Services

OpsVeda, Inc. seeks a Lead - Customer Support and Services.

Job Duties

• Lead and drive end-to-end project development for OpsVeda customers by planning efforts, facilitating iterative feedback loops for continuous service improvement, conducting gap analysis, working on the scope of project, preparing project plan and ensuring timely delivery of projects and conducting workshops for user onboardings.
• Align operational outcomes with business goals by evaluating customer data, refining solutions, configurations and presenting actionable insights to stakeholders by creating & configuring OpsVeda storyboards.
• Conduct Strategic Business Reviews (SBRs) with customers to drive success by setting performance benchmarks, tracking KPIs across OpsVeda modules, identifying opportunities for additional value (white space), and delivering data-backed insights that helps in strategic decision-making.
• Manage customer relationships by setting clear expectations, providing proactive communication, and ensuring high-touch engagement throughout the solution delivery lifecycle.
• Design and define ETL mappings, transformation logic for SAP, Infor M3, NetSuite, MS SQL Server, Azure, Shopify and cloud-based applications.
• Develop and maintain core backend logic for different OpsVeda applications using advanced PostgreSQL, Python coding practices and code optimizations for performance enhancement.
• Use strong debugging and coding expertise in SQL/Python to resolve critical and escalated tickets for OpsVeda customers production systems.
• Act as the liaison between customer stakeholders and OpsVeda's AI team to support rollout of new initiatives including AI/ML initiatives, gather end-user feedback, and relay insights for iterative model enhancement and feature optimization.
• Collaborate with the OpsVeda platform team to conceptualize and design advanced architecture for new modules aligned with evolving customer needs.
• Provide mentorship to junior team members in Jira best practices, solution configuration, advanced SQL development, and effective cross-functional communication with engineering teams.
• Lead the ideation and prototyping of AI/ML use cases by leveraging customer data to identify high-impact opportunities and drive innovation across OpsVeda solutions.
• Lead the effort for Change Control Approval for Customer documentations including feature change logs, test validation summaries, and release notes for enterprise needed OpsVeda Software Upgrades Approvals.
• Document technical architecture, data flows, and interface diagrams for new module designs for Project Approvals and Roll-Out.
• Lead the testing of OpsVeda modules developed & User Acceptance Testing for final customer rollout.
• Act as Jira Administrator for the organization: manage project workflows, update boards, configure issue types, permissions, and automations.
• Generate and report Jira statistics on issue resolution metrics, sprint throughput, and time-to-resolution by team and priority.
• Write case studies and documents that highlight OpsVeda's solution design, success stories and customer adoption outcomes.

Requirements

The position requires a Master's degree in Data Science or a closely related field, alongside 24 months of experience as a Computer Systems Analyst, Senior Systems Analyst, or a closely related occupation.

How to Apply

Mail resumes to OpsVeda, Inc. at 101 South Elm St, #225, Greensboro, NC 27401 or at jobs@opsveda.com