Manager, Technical Support Delivery at Workday

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

26 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Team Leadership, Problem Solving, Customer Service, Mentoring, Process Improvement, Data Analysis, Scripting, Database Management, Collaboration, Communication, Technical Expertise, Decision Making, Urgency, Interpersonal Skills, Training

Industry

Software Development

Description

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team HiredScore is the leading provider of talent orchestration technology. HiredScore’s artificial intelligence, automation, and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management.HiredScore’s proprietary technology provides compliant-by-design AI that seamlessly connects to data and systems to power the shift to proactive and fair HR decisions. HiredScore is live in 150 countries and available in 70 languages.The technical support team is responsible for providing customer support and service to all of Workday’s customers, provides global 24x7 support and acts as the first line of response to both internal and external collaborators. We collaborate with almost every team in Workday, from R&D and Product, through Customer Success and Sales and requires someone to develop a deep and detailed understanding of the Workday products and its system architecture. About the Role We are looking for a passionate hands-on leader to manage a team of technical support specialists. You are a leader, a coach, and a mentor with a growth mindset who demonstrates expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure sustainable business success for Workday. If this sounds like an exciting role, read on to learn more! Responsibilities: Lead and develop a team of support specialists Develop the team’s day-to-day operations, lead and prioritize feature work, serve as leader during critical issues, etc. Serve as technical lead for sophisticated and exciting technical issues and provide support and guidance to the relevant engineering teams for critical issues Establish work procedures and processes according to company standards Constantly implement and optimize team’s processes to improve productivity and efficiency Promote self-service plans to reduce the number of cases and improve efficiency Continuously supervise and adjust critical metrics to meet company's contractual agreements Onboard and mentor new employees, enrich team training and knowledge management processes Guide, mentor, and enable development for team members to be a highly motivated and engaged team that delivers exceptional results Work closely with Customer Success Teams Push to improve the Workday product, by raising support-related concerns, issues and improvement feedback to all relevant collaborators (Product, R&D, Management) About You Basic Qualifications 6+ years of hands-on experience as a technical support engineer or as a developer 2+ years of managerial experience for a team of 5+ people Other Qualifications Natural “Can Do” approach and high sense of urgency and responsiveness Experience in providing services to agreed SLA’s Excellent technical, diagnostic, and problem solving skills with a data driven approach Familiar and hands on with a variety of technologies, including databases (MongoDB, SQL), logging and search (Kibana), monitoring tools (Grafana), coding and scripting (Python) and more Ability to lead tasks and priorities under high pressure and with a good sense of decision making Excellent customer service skills with previous experience in a client facing role Strong verbal and written skills and good interpersonal skills You are proactive and able to deliver on initiatives You demonstrate the interpersonal skills needed to positively influence important issues or decisions in a multi-functional environment You have the ability to communicate technical complexity in simple terms to both technical and nontechnical audiences Experience supporting team members career growth and development Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. 🌟 Join Our Talent Community here! Stay connected with Workday: Get the latest news & content Be first to hear about new roles Never miss an opportunity 🌐 Career Site 💡 Benefits 🌟 Join Our Talent Community 📰 Workday Life Blog 🤝 Inclusion and Belonging 📄 Application and Interview Tips 🎓 Early Careers / Internships 📋Contractor Job Site 👩‍💻 Engineering, but brighter. 💼 Sales, but brighter. 🤝 CX & Consulting, but brighter. Visit our Career Site here. Read more below to learn more on our stance on being a proud equal opportunity workplace, pay transparency and accommodation support. Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links. Workday is committed to providing reasonable accommodations for qualified individuals with disabilities, disabled veterans, and others during our application process. If you need assistance or an accommodation due to a disability or for religious reasons, contact us at accommodations@workday.com.

Responsibilities

Lead and develop a team of technical support specialists while managing day-to-day operations and prioritizing feature work. Serve as the technical lead for complex issues and collaborate with various teams to enhance the Workday product.