Senior IS Support Manager

Axway; Indiana (PA); Hybrid; USD 19,000 - 27,000; Full time

Job summary

Axway, in Noida, India, seeks aSenior IS Support Manager to lead a global, 24/5 oriented IS support organisation. You will own Workday and core IS platforms, guide L0–L4 support, and drive continuous improvement across regions including Europe, US and Asia. Hybrid work arrangement is offered.

You will build scalable processes, mentor distributed teams, manage incidents, and align vendors with the operating model while delivering service excellence and strong user satisfaction.

Qualifications

• Service Management Fundamentals with ITIL or equivalent.
• Experience designing and running tiered global support models (L0-L4).
• Experience supporting Workday and broad enterprise IS systems at L1/L2.
• Strong experience defining and improving SLAs and KPIs.
• Proven ability to lead distributed teams across geographies.
• Clear, structured communication with technical and executive stakeholders.
• Hands-on experience with service management tools and dashboards.
• Desirable experience designing 24/5 shift-based operations across time zones.

Responsibilities

• Own, implement, and mature a global IS support framework across regions.
• Define service scope, intake, prioritisation, and engagement models.
• Define and govern SLAs and KPIs with executive-level reporting.
• Lead distributed L1/L2 teams across Europe, US, and Asia from Noida.
• Direct major incident management, root cause analysis, and problem management.
• Own Workday and core IS platforms' support capability and escalation management.
• Establish knowledge management standards and self-service enablement.
• Collaborate with architecture to optimize tooling, workflows, and automation.
• Manage vendor/partner coordination to align with the target operating model.
• Drive organisational change and continuous improvement in IS support.

Skills

ITIL

Operating Model Design

Workday & IS Systems Support

SLA-Driven Delivery

Senior Leadership

Executive Communication

Tools & Practices

24/5 Shift Management

Job description

Overview This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Senior IS Support Manager. We are looking for an experienced, pragmatic, and service-oriented Senior IS Support Manager to lead and elevate our global IS support organisation. Based in Noida, you will own the end-to-end support experience across Workday and all core IS systems, with direct accountability for Level 1 and Level 2 delivery and strong influence over the wider L0-L4 model. This role is ideal for a seasoned leader who enjoys building modern, efficient, and scalable support organisations-capable of keeping pace with rapid growth while sustaining high service quality and strong user satisfaction. You will define and embed a global support framework spanning Europe, US, and Asia time zones, mature tiered support models, and drive continuous improvement across tools, processes, and people. As a senior member of the IS function, you will lead and grow a distributed support team, embed a culture of service excellence, and act as a key driver of organisational change across Information Systems—operating with autonomy, executive visibility, and cross-functional influence.

Location: Noida, India

Hybrid

Responsibilities

• Support Operating Model & Framework: Own, implement, and continuously mature a global IS support framework, including the tiered support model (L0/L1/L2/L3/L4), escalation paths, ownership boundaries, and handover processes—ensuring seamless coverage across regions.
• Service Strategy & Prioritisation: Set service scope, intake, prioritisation rules, and support engagement models aligned with business criticality and system risk, balancing demand across a complex enterprise application landscape.
• SLA & Performance Management: Define, implement, and govern SLAs and KPIs; establish rigorous tracking, executive-level reporting, and a culture of measurable, continuous service improvement.
• Global Team Leadership & Coverage: Build, lead, and develop distributed L1/L2 support teams across Europe, US, and Asia, ensuring coverage, capability, knowledge continuity, and succession—while anchoring the team's centre of gravity in Noida. Design and manage shift and rota models to sustain reliable multi-time-zone coverage.
• Incident, Problem & Request Management: Direct major incident management, root cause analysis, and problem management; ensure structured, high-quality handling of service requests and changes at scale.
• Workday & Enterprise Platform Support Ownership: Act as the primary support owner for Workday and other core IS platforms (e.g., Salesforce and adjacent enterprise systems), ensuring deep functional and operational support capability within the team.
• Knowledge Management: Establish and enforce knowledge base standards, documentation practices, and self-service enablement to reduce ticket volume and accelerate resolution.
• Tooling & Automation: Partner with IS architecture to optimise service management tooling, workflows, and automation—driving efficiency, reducing manual effort, and improving the end-user experience.
• Vendor & Partner Coordination: Manage and align external support partners with internal standards, SLAs, and the target operating model, holding vendors accountable to agreed performance.
• Organisational Change & Continuous Improvement: Champion service excellence as a change leader, embedding discipline, structure, and a proactive improvement mindset across the IS support function.

Qualifications

• Service Management Fundamentals — Strong command of ITIL or equivalent frameworks across incident, problem, change, and request management, with the ability to operationalise at scale.
• Operating Model Design — Proven track record designing and running tiered support models and global support organisations; hands-on experience across L0-L4 (L0 and L4 experience a strong plus).
• Workday & IS Systems Support — Demonstrated experience supporting Workday and broad enterprise IS systems at L1/L2, including functional troubleshooting and escalation management.
• SLA-Driven Delivery — Deep experience defining, implementing, and improving SLAs and service KPIs in fast-growing, high-change environments.
• Senior Leadership — Proven ability to drive organisational change while building structure, discipline, and engagement; strong record of recruiting, mentoring, and developing support teams across multiple geographies and cultures.
• Executive Communication — Clear, structured communicator able to engage technical teams, business stakeholders, and executives with equal confidence.
• Tools & Practices — Strong hands-on experience with service management tools, ticketing systems, knowledge bases, and reporting dashboards.
• 24/5 Shift Management (nice to have) — Experience designing and managing 24/5 shift-based support operations across multiple time zones.

Delivery Experience 10+ years in IS/IT support, service management, or operations, including significant experience (4+ years) in a leadership or managerial capacity running distributed teams.

Company Overview

74Software, affiliated with Axway and SBS, together, we deliver secure, mission-critical software that powers a data-driven world. Independently operated leaders with decades of proven expertise. From secure integration and API solutions to cloud-based banking platforms, we help global organizations and financial institutions thrive.

For more than 25 years, Axway has helped major brands and government agencies worldwide with trusted solutions in Managed File Transfer (MFT), B2B integration, APIs, and Financial Accounting Hub products. SBS empowers banks and financial institutions to reimagine the future with a composable, cloud-based architecture supporting deposits, lending, compliance, payments, consumer finance, and asset finance operations across the globe.

Why 74Software?

We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.