Supervisor, SAM & CLH

astreya; Hyderabad; On-site; INR 900,000 - 1,800,000; Full time

Job summary

astreya seeks a Software Asset & CLH Analyst III to lead one IST shift, owning escalations and coordinating handovers while delivering deep CLH expertise. You will monitor floating licence servers, validate licence changes on renewal, and handle high‑risk EULA and contract gating with governance oversight.

You will also support publisher relationships, maintain review registers, and ensure SLA adherence across the team.

Qualifications

• Foundational licensing knowledge across perpetual, subscription, SaaS and true-up models.
• Advanced CLH server hosting, configuration edits and SLA-driven daemon work.
• Governance and risk management for high‑risk EULA/clickwrap reviews.
• Expertise in building license positions and publisher reviews.

Responsibilities

• Shift Leadership: allocate work, own escalations, hands off to next shift, mentor analysts, monitor queues.
• CLH Server Operations: monitor global licence servers, raise licence file changes, read usage metrics, apply routing rules.
• Legal gating: manage high‑risk EULA reviews, enforce signing prohibitions, route to formal legal channels.

Skills

Licensing knowledge

CLH expertise

Governance & risk

Compliance & audit

Job description

ROLE OVERVIEW

The Software Asset & CLH Analyst III is the shift lead and technical anchor for one of the three IST-anchored shifts. The role carries two things at once: operational command of the shift - queue ownership, escalation resolution, and the handover into the next window - and the deepest technical expertise on the team, covering Corporate License Hosting server operations and the high-risk legal and contractual gating that junior levels are not authorised to clear.On the CLH side the analyst monitors the health of the global floating-licence servers, raises and validates licence file changes when contracts renew or quantities change, reads concurrent-usage metrics from the Altair Floating License Monitor, and works daemon drops to resolution inside the 4-hour SLA. On the governance side the analyst handles EULA and clickwrap reviews, checks the master review register before re-reviewing, routes signed agreements out of the standard queue and into formal legal cases, and supports publisher relationships and business reviews. Three of these roles exist, one per shift, and each is the senior decision-maker on duty when the manager is off the clock.

CORE COMPETENCIES & EXPERTISE

• Foundational Licensing Knowledge: Deep understanding of perpetual, subscription, SaaS, and true-up models, including their unique compliance implications and operational requirements.
• Corporate License Hosting (CLH) Expertise: Advanced capability in managing floating-license servers, editing configuration files, working daemon drops within SLAs, and analyzing concurrent usage metrics via the Altair Floating License Monitor.
• Governance & Risk Management: Authority to manage high-risk EULA/clickwrap reviews, check master review registers, and enforce the prohibition on signed agreements within standard queues by routing them to formal legal channels.
• Compliance & Audit Proficiency: Mastery in constructing Initial and Final License Positions (ELP) by reconciling entitlement against usage evidence, and supporting publisher business reviews.

KEY RESPONSIBILITIES

1. Shift Leadership & Escalation Ownership
   • Own the shift: allocate work across the Level III, II and Level I analysts on duty, hold turnaround targets, and act as the senior decision-maker on the floor.
   • Take and resolve escalations - customer complaints, blocked provisioning, entitlement disputes and licence failures - and judge correctly what must go to the ESAM Manager or the client rather than be absorbed.
   • Run a clean handover into the next shift: open escalations, at-risk items and in-flight approvals documented and explicitly accepted, so nothing stalls in the gap.
   • Mentor Level II analysts, review their complex casework, and build the bench for shift-lead cover.
   • Monitor the portal and ticket queues for the shift, keeping ticket hygiene and category coding correct so reporting downstream is trustworthy.
2. Corporate License Hosting (CLH) Server Operations
   • Monitor the health of the global licence servers hosting concurrent and floating licences, working daemon drops and service failures to resolution within the 4-hour critical SLA.
   • Raise and validate 'Licence File Change' requests on contract renewal, quantity change or expiry, editing the flat text configuration files on the hosting servers correctly and reversibly.
   • Read concurrent checkout and peak-usage metrics from the Altair Floating License Monitor - logging in strictly as a guest, and never entering corporate credentials without explicit system-administrator approval.
   • Assess new hosting requests against the CLH eligibility criteria: native floating/concurrent licence support, Windows or Linux server compatibility, a supported server daemon (FlexNet preferred, others subject to compatibility review), no geolocation or policy usage restrictions, and an active informative catalogue item for user instructions.
   • Apply the CLH request-routing matrix on unlisted floating-licence requests - checking the hosted-titles list, brokering spare capacity with the product champion and support owner on publicly shared pools, bypassing pool sharing on private pools, and capturing destination MAC addresses where a requester declines server hosting.
   • Manage decommissioning: raise the support request to retire the daemon and remove licence files from the server when a hosted product is withdrawn.
3. High-Risk Legal, EULA & Contract Gating
   • Own high-risk EULA and clickwrap review on the shift - copying non-signed agreements to secure storage and checking the master reviews register to confirm whether an approved review already exists within the last three years before triggering a new one.
   • Enforce the signed-agreement prohibition: signed agreements are never accepted through the standard unlisted queue and must be routed via the contract intake path to be managed as formal legal cases.
   • Identify and reject out-of-scope use cases on sig