Digital Support Operations Specialist

HP; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Jobtailor in Bengaluru, India seeks an experienced Operations professional to manage software and driver publishing workflows and drive continuous improvement across digital platforms.

You will coordinate release readiness with multiple stakeholders, monitor performance, and ensure adherence to quality and security standards for releases and translations. Proficiency in Power BI and Excel is valued, with PMP preferred.

Qualifications

• Four-year or Graduate Degree in Computer Science, Information Technology or related discipline, or equivalent work experience.
• 5+ years of work experience in Customer Support Operations or related operational roles.
• Experience supporting customer-facing digital platforms, enterprise applications, workflows, web operations, software delivery, content management, or release operations.
• Experience with JIRA or similar work management tools.
• Experience managing operational workflows, tickets, incidents, escalations and issue resolution.
• Stakeholder management and cross-functional coordination.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in data analysis and Microsoft Excel.
• Knowledge of Agile methodologies and user story management.
• PMP Certification preferred.
• Power BI development or BI tools preferred but not required.

Responsibilities

• Review, validate, and approve software and driver publication requests
• Execute and monitor software publishing and release workflows
• Support operational issue resolution and escalation management
• Ensure publishing activities comply with quality and security requirements
• Coordinate release readiness activities across multiple stakeholders
• Lead continuous improvement efforts and implement scalable operational solutions
• Manage ticketing systems and operational requests
• Investigate and coordinate resolution of publishing, translation, content, and data issues
• Monitor operational performance, publication volumes, SLA adherence, exceptions, and trends
• Support business-critical software releases and launches
• Maintain operational documentation, knowledge repositories, and support procedures
• Provide recurring and ad-hoc reporting to leadership and business stakeholders
• Analyze operational trends, identify risks, and drive continuous improvement
• Administer and support platforms used to publish software and drivers
• Manage platform configurations, operating system definitions, product classifications, and publication settings
• Manage user access, onboarding, and training activities
• Support platform enhancements and testing activities
• Partner with engineering, IT, support operations, and business teams
• Coordinate issue resolution and communication across organizations
• Provide operational status updates and escalation support
• Drive follow-through on actions impacting customer-facing delivery platforms

Skills

Analytical skills

Problem-solving

Stakeholder management

Cross-functional coordination

Communication

Independent work

Agile methodologies

Data analysis

Education

Bachelor's degree in Computer Science or related field

Project Management Professional (PMP) Certification

Tools

Power BI

JIRA

Microsoft Excel

Ticketing Systems

Job description

Responsibilities

• Review, validate, and approve software and driver publication requests
• Execute and monitor software publishing and release workflows
• Support operational issue resolution and escalation management
• Ensure publishing activities comply with quality and security requirements
• Coordinate release readiness activities across multiple stakeholders
• Lead continuous improvement efforts and implement scalable operational solutions
• Manage ticketing systems and operational requests
• Investigate and coordinate resolution of publishing, translation, content, and data issues
• Monitor operational performance, publication volumes, SLA adherence, exceptions, and trends
• Support business-critical software releases and launches
• Maintain operational documentation, knowledge repositories, and support procedures
• Provide recurring and ad-hoc reporting to leadership and business stakeholders
• Analyze operational trends, identify risks, and drive continuous improvement
• Administer and support platforms used to publish software and drivers
• Manage platform configurations, operating system definitions, product classifications, and publication settings
• Manage user access, onboarding, and training activities
• Support platform enhancements and testing activities
• Partner with engineering, IT, support operations, and business teams
• Coordinate issue resolution and communication across organizations
• Provide operational status updates and escalation support
• Drive follow-through on actions impacting customer-facing delivery platforms

Requirements

• Four-year or Graduate Degree in Computer Science, Information Technology or another related discipline, or equivalent work experience
• 5+ years of work experience in Customer Support Operations, Self-service channels, Digital Operations, Release Operations, Product Operations, Technical Operations, or similar operational roles
• Experience supporting customer-facing digital platforms, enterprise applications, workflows, web operations, software delivery, content management, or release operations
• Experience with JIRA or similar work management tools
• Experience managing operational workflows, tickets, incidents, escalations and issue resolution
• Stakeholder management and cross-functional coordination
• Strong analytical and problem-solving skills
• Ability to work independently and manage multiple priorities in a fast-paced operational environment
• Proficiency in data analysis and Microsoft Excel
• Knowledge of Agile methodologies and user story management
• Project Management Professional (PMP) Certification preferred
• Power BI development or other BI tools preferred but not required

Core Competencies

Demonstrates expertise in managing software publishing workflows, ensuring compliance with quality and security standards, and driving continuous improvement in operational processes. Proficient in stakeholder management and data analysis to support business-critical software releases and operational performance monitoring.

Highest-signal resume keywords

• Software Publishing Management
• Operational Workflow Coordination
• Data Analysis and Reporting
• Stakeholder Management
• Agile Methodologies

Hard Skills

• Software Delivery
• Content Management
• Operational Workflows
• Incident Management
• Data Analysis
• Microsoft Excel
• JIRA
• Agile Methodologies
• Project Management
• Ticketing Systems

Soft Skills

• Analytical Skills
• Problem-Solving
• Independent Work
• Cross-Functional Coordination
• Communication

Certifications & Qualifications

• Project Management Professional (PMP)

Industry Keywords

• Customer Support Operations
• Release Operations
• Digital Operations
• Technical Operations
• Self-Service Channels

Tools & Technologies

• Power BI
• Business Intelligence Tools
• Digital Platforms
• Enterprise Applications