Principal Lead, Support

Majesco; India; Remote; INR 1,200,000 - 1,800,000; Full time

Job summary

Majesco is seeking a Support Lead Operations in India to strengthen how we manage customer and support commitments across the lifecycle. This individual contributor role translates contract terms and service obligations into reliable operating practices, improves processes, data, and tools, and identifies automation opportunities.

The Lead will enable teams, drive cross-functional alignment, and ensure data quality and accountability, with a focus on measurable business impact.

Qualifications

• Progressive experience in contract management, support or business operations.
• Experience translating commitments into executable processes and controls.
• Ability to document and improve cross-functional processes with technology teams.
• Practical understanding of AI, automation, or analytics in business processes.
• Strong written communication, facilitation, stakeholder management, problem-solving.
• Ability to handle confidential information.

Responsibilities

• Contract and support operations: manage lifecycle of customer and support contracts including intake, entitlement tracking, and renewals.
• Process improvement: design scalable processes with documented exceptions.
• Tools, data, automation, and AI: translate business needs into workflow and data-quality improvements.
• Adoption and stakeholder leadership: lead change enablement and track adoption and impact.

Skills

Contract management

Process improvement

AI/automation

Stakeholder management

Documentation

Change management

Communication

Education

Bachelor's degree

Tools

ServiceNow

CRM

Contract platforms

Knowledge systems

Workflow automation

Business intelligence

AI-enabled workflows

Job description

• Apply Before 10/22/2026, 11:36 AM
• Degree Level Bachelor's Degree
• Job Schedule Full time

Job Description

• Support Lead Operations

Position summary

The Support Lead Operations strengthens how Majesco manages customer and support commitments throughout the support lifecycle. This individual-contributor role turns contract terms, entitlements, and service obligations into clear, reliable operating practices. The Lead improves processes, data, and tools; identifies practical automation and AI opportunities; and enables teams to adopt lasting improvements.

Key responsibilities

• Support Lead Operations

Position summary

The Support Lead Operations strengthens how Majesco manages customer and support commitments throughout the support lifecycle. This individual-contributor role turns contract terms, entitlements, and service obligations into clear, reliable operating practices. The Lead improves processes, data, and tools; identifies practical automation and AI opportunities; and enables teams to adopt lasting improvements.

Key responsibilities

• Contract and support operations
  • Manage the operational lifecycle of customer and support contracts, including intake, entitlement and scope validation, obligation tracking, exceptions, renewals, and transitions.
  • Translate contractual and commercial commitments into support workflows, ownership, decision guidance, and customer-facing practices; involve Legal when formal interpretation is needed.
  • Identify commitment gaps and operational risks, coordinate resolution across Support and partner teams, and strengthen controls for data quality, entitlement accuracy, and audit readiness.
• Process improvement
  • Assess end-to-end workflows to reduce variation, rework, unclear handoffs, and duplicate effort; define scalable processes with documented exceptions where needed.
  • Create practical SOPs, ownership models, decision trees, templates, controls, and escalation paths, and establish feedback loops for continuous improvement.
  • Facilitate cross-functional alignment on process requirements, accountability, priorities, and service expectations.
• Tools, data, automation, and AI
  • Partner with Support, IT, platform, data, Legal, Sales, and Services teams to turn business needs into requirements and deliver workflow, integration, reporting, and data-quality improvements.
  • Test enhancements in real operating conditions and promote reliable sources of truth for contract, entitlement, customer, and support information.
  • Identify and prioritize practical automation and AI use cases; define data needs, human review, safeguards, success measures, and operating procedures, then support pilots and rollout.
• Adoption and stakeholder leadership
  • Lead change enablement through clear communications, role-based guidance, training, and stakeholder feedback.
  • Track adoption, process compliance, data quality, user experience, and business impact; surface risks and drive decisions through to sustained use.

Required qualifications

• Progressive experience in contract management, support or business operations, process improvement, business analysis, transformation, or a related field.
• Experience translating customer, service, support, or commercial commitments into executable processes and controls.
• Demonstrated ability to document and improve cross-functional processes and to gather requirements with technology or platform teams.
• Practical understanding of AI, automation, or analytics and how to apply them to business processes responsibly.
• Strong written communication, facilitation, stakeholder management, problem-solving, and organizational skills; able to manage priorities and deliver work from discovery through adoption.
• Sound judgment when handling confidential customer, commercial, contractual, and operational information.

Preferred qualifications

• 10+ years of experience in SaaS, technology, insurance, customer support, professional services, or another complex service-delivery environment.
• Familiarity with support entitlements, service levels, scope governance, renewals, contract lifecycle management, or exception management.
• Experience with ServiceNow, CRM or contract platforms, knowledge systems, workflow automation, business intelligence, or AI-enabled workflows.
• Knowledge of Lean or continuous improvement, process mapping, Agile delivery, change management, or adoption and operational metrics.
• Bachelor’s degree in business, operations, information systems, legal studies, technology, or a related field; equivalent practical experience is also valued.

What success looks like

• Support teams can clearly see and consistently execute customer commitments, entitlements, scope, ownership, and escalation paths.
• Processes are simpler and repeatable, with risks and necessary exceptions visible and controlled.
• Contract and operational data is reliable and useful for service delivery and decision-making.
• Tools and workflows reduce avoidable manual effort and improve visibility; AI and automation are adopted responsibly and deliver measurable value.
• Changes are reinforced through effective communication, training, accountability, and continuous feedback.