Operations Executive

REVIEW CRITERIA:

MANDATORY:

• Strong Technical Support Leader profile
• Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
• 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
• Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Effectively coordinate with architects and engineering heads
• Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

PREFERRED:

• Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

Your Impact:

•                 Interact clearly with clients and the on-shore and off-shore project teams

•                 Regular involvement in thought leadership Best Practices development

•                 Facilitate end to end project design & development while working closely with global client

Your Skills & Experience:

•                 4 to 14 years of development experience in SFDC

•                 Excellent hands-on experience in Salesforce application development including VF, Apex Triggers, Asynchronous Apex

•                 Deep knowledge of Lightning framework

•                 Expertise in Business Requirement gathering, Analysis & conceptualizing high-level architectural framework & design

•                 Experience working with Sales or Service cloud, Community Cloud, Marketing Cloud

•                 Conceptualize end to end integration projects & knowledge of authentication mechanism

•                 Experience in REST & SOAP APIs, knowledge of Governor limits involved during Integration

•                 Working knowledge on continuous integration, working with repositories (e.g. Git)

•                 Should have experience to design the data flow and work with any ETL or dataloader

•                 Excellent experience in designing and architecting large scale applications

•                 Thorough understanding of Solution architecting & Estimation process

•                 Excellent consulting skills, oral and written communication, presentation, and analytical skills 

Set Yourself Apart With:

•                 Salesforce Certifications

•                 Knowledge of Heroku, Angular.js and Salesforce Einstein, Salesforce CPQ, CloudCraze B2B

•                 Incident and problem management skills

•                 Ability to provide necessary coaching to bring juniors up to speed on the technology

•                 Exceptional written skill for solution documentation creation for both technical and non-technical material

•                 Background in force.com platform and deployment experience in an outsourced service environment

•                 Articulation skills & Good team player

•                 Self-starter and self-learner with keen interest to grow

•                 Process orientation and the ability to define and setup processes

•                 Mentoring team members

Benefits of Working:

•                 Gender Neutral Policy

•                 18 paid holidays throughout the year for NCR/BLR (22 For Mumbai)

•                 Generous parental leave and new parent transition program

•                 Flexible work arrangements

•                 Employee Assistance Programs to help you in wellness and well being  

At Livello we building machine-learning-based demand forecasting tools as well as computer-vision-based multi-camera product recognition solutions that detects people and products to track the inserted/removed items on shelves based on the hand movement of users. We are building models to determine real-time inventory levels, user behaviour as well as predicting how much of each product needs to be reordered so that the right products are delivered to the right locations at the right time, to fulfil customer demand.

Responsibilities

• Lead the CV and DS Team
• Work in the area of Computer Vision and Machine Learning, with focus on product (primarily food) and people recognition (position, movement, age, gender, DSGVO compliant).
• Your work will include formulation and development of a Machine Learning models to solve the underlying problem.
• You help build our smart supply chain system, keep up to date with the latest algorithmic improvements in forecasting and predictive areas, challenge the status quo
• Statistical data modelling and machine learning research.
• Conceptualize, implement and evaluate algorithmic solutions for supply forecasting, inventory optimization, predicting sales, and automating business processes
• Conduct applied research to model complex dependencies, statistical inference and predictive modelling
• Technological conception, design and implementation of new features
• Quality assurance of the software through planning, creation and execution of tests
• Work with a cross-functional team to define, build, test, and deploy applications

Requirements:

• Master/PHD in Mathematics, Statistics, Engineering, Econometrics, Computer Science or any related fields.
• 3-4 years of experience with computer vision and data science.
• Relevant Data Science experience, deep technical background in applied data science (machine learning algorithms, statistical analysis, predictive modelling, forecasting, Bayesian methods, optimization techniques).
• Experience building production-quality and well-engineered Computer Vision and Data Science products.
• Experience in image processing, algorithms and neural networks.
• Knowledge of the tools, libraries and cloud services for Data Science. Ideally Google Cloud Platform
• Solid Python engineering skills and experience with Python, Tensorflow, Docker
• Cooperative and independent work, analytical mindset, and willingness to take responsibility
• Fluency in English, both written and spoken.

We are looking for a performance marketer who can profoundly understand the user and plan search engine and display advertising to generate MQLs. You are someone who likes working with data and insights and making decisions based on it. You should be able to lead multiple performance marketing initiatives like Google Ads, Linkedin Ads, Facebook Ads, Display Ads, GDN, Bing Ads etc in international markets like MENA, USA, EMEA & SEA. An eager candidate to make an impact at Xoxoday and thrive in a fast-paced, dynamic, hyper-growth environment and can operate fluidly between the 30,000-foot strategy level and the micro-detail to get things right.

• Segment our users by deeply understanding our clients and end users. You will talk regularly to users and prospects and draw qualitative and quantitative insights.
• Define and execute the SEM & performance marketing strategy. It will include work like demand generation, landing pages, keywords research, Ad copies, competition research & analytics.
• Work closely with a range of cross-functional teams - product, design, marketing, and sales to craft highly effective, data driven campaigns on Google Adwords, Linkedin & Facebook.
• Understand and analyze campaigns regularly and optimize the CTR, CPL & CPA.

An enthusiastic individual with the following skills. Please do not hesitate to apply if you do not match all of it. We are open to promising candidates who are passionate about their work and are team players.

• Expertise in Google Adwords campaigns for international markets.
• Experience working on marketing or growth throughout a product’s lifecycle.
• Working experience in SaaS, preferably for international markets.
• Hands-on experience in Google Analytics, Google AdWords, Linkedin Ads, Facebook Ads, Hubspot CRM, Landing pages and Webflow.

You will be working closely with the growth marketing head and the marketing team members. 

A wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of work, interact and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the comprehensive benefits that Xoxoday offers.

A fast-growing PE funded Fintech SaaS company based in Bangalore with offices in Delhi, Mumbai, California, New York, Dubai, Singapore, and Dublin. We have three products in our portfolio: Plum, Empuls and Compass. Works with over 2000 global clients. We help our clients in engaging and motivating their employees, sales teams, channel partners and consumers for better business results.

The KRA for the position is as follows:

• Make outbound cold/warm calls to find qualified leads
• Good knowledge of internet search techniques to identify potential clients / partner companies  and update the prospect database
• Follow up on inquiries, engage in intelligent conversations with these inquiries leading to appointments and demo requests with client
• Give Product demo and presentation to client
• Research, prospect and identify large customer opportunities ensuring sufficient numbers in the funnel to ensure target attainment
• Involved in scope-of-work and proof-of-concept study
• Involved in market survey in the EdTech domain
• Involved in competition analysis

Who we are

ixigo is an AI-based travel app that helps millions of users plan and book their trips every day. Launched in 2007, ixigo is proud to have built numerous industry-first AI-innovations over the last decade. With pre-emptive help from ixigo at every touch-point of their journey, 150 million Indians are now making smarter travel decisions every year. ixigo uses Artificial Intelligence for deal discovery, personalized recommendations, dynamic marketing, airfare predictions, train delay information, PNR confirmation status, infrastructure cost optimization, business intelligence and providing fully-automated customer service over chat and voice. This makes ixigo a lean, tech-intensive and capital-efficient travel business, serving millions of travelers with a team size of under 200. Founded in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo’s investors include Sequoia Capital India, Fosun RZ Capital, SAIF Partners, MakeMyTrip & Micromax.

The iOS Team

Our iOS team is always keen to stay ahead of the curve by always adopting the latest tech in the valley. We were first to market with adopting iPhone X layout, implementing ARKit in 2017, and Siri Shortcuts in 2018. We have been featured across app store over a dozen times in the past 2 years in Today, Apps, and Travel section.

Compensation: Commensurate to skills & experience; comparable to the best in the industry.

Culture: ixigems enjoy a fun and rewarding work atmosphere. We do not believe in hierarchies, and we encourage communication and constructive collaboration. We believe in the personal growth of individuals, creative approaches to solve real-world problems, and questioning the status quo!