Regional Lead Operations Support - NAR, Regular contract,
India (IN)  

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.  

Within the… department which mission is to…

You will report to… and will have for mission to…

Mission:

The Regional Ops Support Lead has ownership & responsibility of operational support activities in the geographical region, ensuring the successful delivery of products & services to our customers & partners. Leading the ‘Run’ chain for the region, he/she promotes collaboration & synergy between teams from diverse functions & levels, with the goal of ensuring service & operational excellence.

He/She is a champion for customer success by understanding the unique environments & needs within the region, funneling these insights to the right channels for improvement and transformation of our operational model.

Responsibilities:

• Lead & Own day-to-day operational activities in the geographical region for PPaaS and its corresponding product & service components
• Provide functional leadership & management of the various teams involved in PPaaS support and Provisioning teams
• Ensure operational KPIs and targets are met in the region and formulating initiatives to improve and drive meaningful performance benchmarks
• Regular engagement with customers & partners to gain insights into local nuances & environments, funneling these into the right channels to improve strategy & approach
• Drive continuous improvement by working closely with partner teams such as service pole & function leads to deliver on effective & measurable goals
• Manage escalations and ensure timely resolutions by driving clear & accountable actions with the right parties, avoiding unnecessary impact to operations & company branding
• Ensure operational teams are always adhering to the highest work standards and are compliant with company policies & procedures
• Manage Vendors to ensure their service quality, cost and schedules meet our requirements and are in line with service contracts and industry standards
• Team development and training plans, ensuring teams are equipped with the right skills sets and have a path for career growth

Experience and skills:

• Ideally 15 years of experience in the field of IT and operations
• Sound knowledge in end-to-end Service Mgmt and framework. Certified in ITIL
• Proficiency in at least one activity monitoring tool (Jira, Service Now, etc.)
• Excellent communication skills, able to present clearly & effectively to all levels of an organization 
• Strong leadership skills with proven ability to manage change and drive results
• Autonomous, responsible and persevering, you have a proven track record of leading and organizing cross-functional teams and working across organizational boundaries
• Good technical IT and cloud culture (infrastructure and platforms, deployment, networks, virtualization, web servers, databases, etc.)
• Have a holistic view across functions & technologies with the capacity to lead teams of technical experts and driving desired outcomes
• Experience in the world of SaaS in production on the cloud. Many accumulated projects exposed to external clients and SLAs greater than or equal to 99.9%.
• Good written and spoken English (many colleagues all over the world)
• Minimum Degree in Information Technology (IT) or any related field

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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